JOB PURPOSE:
To collect, analyze, and interpret performance data within the Unified Command Center, providing actionable insights to enhance IT service delivery and support decision-making as part of the Service Excellence Group.
ROLE AND RESPONSIBILITIES
• Collect and analyze performance metrics across IT systems, applications, and infrastructure to identify trends, anomalies, and improvement opportunities.
• Design and maintain data analytics dashboards and reports that provide real-time or historical insights into IT performance for stakeholders within the command center.
• Collaborate with the Service Excellence Group to ensure performance analysis aligns with SLA/SLO targets and organizational goals.
• Support proactive incident detection by analyzing data trends and recommending measures to address potential issues.
• Generate detailed performance data reports, highlighting system health, service delivery trends, and areas requiring attention.
• Work with cross-functional teams to refine metrics and improve data accuracy/quality and relevance for performance monitoring.
• Assist in the identification of key performance indicators (KPIs) and ensure accurate tracking and reporting for IT services.
• Support predictive monitoring efforts by leveraging historical data to forecast potential performance issues.