Senior Analyst- Reporting & Business Insights

Company Description

Job Description

• Overall objectives
• To deliver timely, accurate, and actionable insights through structured reporting on system health, performance, availability, and incidents.
• To translate technical observability data into meaningful reports and dashboards that support IT leadership, operations, and business decision-making.
• To measure key reliability and operational metrics (e.g., MTTR, MTTD, uptime, SLA/SLO compliance) and provide performance transparency.
• To support a data-driven culture of continuous improvement within I&O by surfacing trends, anomalies, and recurring issues.

Role Specific Responsibilities

• Develop, automate, and maintain dashboards and reports that track observability metrics, infrastructure health, and incident KPIs.
• Produce executive-level summaries, operational scorecards, and trend analyses to support strategic planning and performance reviews.
• Align reporting outputs to key IT service management objectives, including reliability, responsiveness, availability, and customer impact.
• Work closely with observability domain specialists to translate technical data (logs, traces, metrics) into usable business insights.
• Track and report on SLO/SLI performance, supporting site reliability goals and early-warning indicators.
• Support capacity planning and forecasting using infrastructure and incident data.
• Enable teams with self-service analytics, metric definitions, and report training sessions.

General Functional Responsibilities

• Ensure the accuracy, completeness, and consistency of telemetry-based data used in all reporting.
• Maintain a central reporting repository and consistent data dictionary for operational metrics.
• Participate in incident reviews and post-mortems to extract learnings and quantify business impact.
• Collaborate with I&O, DevOps, PMO, and service management teams to evolve reporting frameworks.
• Ensure reporting solutions meet regulatory, compliance, and audit requirements for availability and performance reporting.
• Continuously improve reporting methodologies, automation, and visualisation capabilities.

Qualifications

• Core competencies required
• Proficient in tools like Power BI, Tableau, Grafana, Looker, or Kibana.
• Strong understanding of data pipelines, ETL processes, and integrations with observability platforms (e.g., Splunk, Dynatrace, Datadog, ServiceNow).
• Deep knowledge of operational KPIs such as MTTR, MTBF, alert volume trends, incident frequency, SLA/SLO adherence, system uptime, and ticket ageing.
• Ability to identify trends, correlations, and anomalies from large sets of time-series and event data.
• Strong written and verbal communication skills for delivering insights to both technical and non-technical stakeholders.
• Highly detail-oriented, disciplined in version control and documentation of reporting logic.
• Skilled in stakeholder engagement and requirements gathering.