Job Description

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