Operations

• Instrument, aggregate and analyse alert/case streams for SalesMaster; monitor MTTA/MTTR, backlog age, reopen rate, change success, and false-alert rate.
• Build and maintain Power BI dashboards (DAX, Power Query/M) with near real-time refresh; publish weekly/monthly KPI packs and executive summaries.
• Define thresholds and rules to surface abnormalities (spikes, regressions, outliers); raise early warnings to shift leads and the Cloud Ops team.
• Map analytics to the support model timelines; continuously validate adherence to SLA/OLA and propose adjustments to runbooks and alert thresholds.
• Correlate incidents, deploys, infra metrics and logs to identify drivers of instability or latency; quantify impact and recommend corrective actions.
• Create reliable data flows from sources (e.g., CloudWatch/AppSignal/Jira/ServiceNow/Databases); ensure data quality, lineage and refresh SLAs.
• Identify automation opportunities (noise reduction, auto-remediation candidates).
• Partner with stakeholders; present clear, actionable insights and track follow-through to closure.
• Maintain metric definitions, dashboards how-to, and an insights log; run enablement sessions for shifts to read and act on the data.

Technical Operations Analyst – PowerBI, SQL, Advanced Excel

Data Operations Technical Specialist