About this role
Key Responsibilities 1. Business & Stakeholder Engagement
• Engage internal and external stakeholders to gather business and operational requirements.
• Facilitate discovery workshops, stakeholder interviews, and solution discussions.
• Translate business needs into functional and reporting requirements.
• Act as liaison between business teams, technical teams, and leadership.
2. Requirements & Process Management
• Develop and maintain Business Requirement Documents (BRD) and Functional Specifications.
• Create process maps, workflow diagrams, and gap analysis reports.
• Ensure requirement traceability across project lifecycle.
• Validate requirements with stakeholders before implementation.
3. Report Generation & Performance Analytics
• Design, develop, and maintain operational and business performance reports.
• Generate periodic reports including:
• Weekly operational performance reports
• Project progress reports
• Revenue and pipeline performance tracking
• Service delivery and SLA performance reports
• Customer experience and service quality reports
• Automate report generation using reporting tools where possible.
• Ensure data accuracy, consistency, and timely report delivery.
4. Weekly Dashboard Development & Management
• Develop and maintain executive and operational dashboards.
• Consolidate data from multiple systems and stakeholders into centralized dashboards.
• Track key performance indicators including:
• Revenue and sales pipeline performance
• Project delivery milestones and risk tracking
• Service performance and SLA compliance
• Customer satisfaction metrics
• Resource utilization and operational efficiency
• Provide weekly dashboard updates to leadership and management teams.
• Highlight performance trends, risks, and improvement opportunities.
• Recommend corrective actions based on dashboard insights.
5. Data Analysis & Business Insights
• Perform data analysis to identify business trends and operational gaps.
• Support forecasting and business planning through data modelling.
• Provide decision support through analytics and insights.
• Identify opportunities for process improvement and automation.
6. Project & Delivery Support
• Support project planning, scope definition, and governance tracking.
• Assist in business case preparation and cost-benefit analysis.
• Facilitate User Acceptance Testing (UAT) and validation processes.
• Monitor project performance metrics and reporting.
7. Pre-Sales & Commercial Support
• Support RFP/RFI responses and solution proposals.
• Assist in defining service scope, KPIs, and SLAs.
• Provide data and analysis to support business growth initiatives.
Scope of Coverage
• Digital Infrastructure Projects
• Data Center & Network Transformation
• Cloud & Managed Services Programs
• Customer Experience and Service Performance
• Operational Performance Monitoring
Key Deliverables
• Business Requirement Documents
• Process Flow & Gap Analysis Reports
• Weekly Executive Performance Dashboards
• Automated Reporting Models
• KPI & SLA Performance Reports
• Business Performance Analytics Reports
• Forecasting and Trend Analysis Reports
Reporting Responsibilities
• Produce weekly business performance dashboards for management review.
• Generate monthly and quarterly operational performance summaries.
• Provide ad-hoc executive reports and analysis.
• Maintain reporting templates, automation workflows, and data governance.
Required Skills & Competencies Functional Skills
• Business process analysis
• Data analytics and reporting
• KPI and performance management
• Stakeholder engagement
Technical Skills (Preferred)
• Power BI / Tableau / Excel Advanced Analytics
• SQL or Data Query Tools
• Knowledge of IT Infrastructure and Managed Services
• Understanding of ITIL or Agile methodologies
Soft Skills
• Strong analytical thinking
• Attention to detail
• Strong presentation and reporting skills
• Ability to translate data into business insights
Success Metrics / KPIs
• Accuracy and timeliness of reports and dashboards
• Stakeholder satisfaction on reporting quality
• Dashboard adoption and usage by leadership
• Contribution to operational performance improvement
• Reporting automation efficiency