Consulting
- Noida
- Hybrid
Service Operation Analyst – Noida Based, Services PMO
CONTEXT
NeoXam Service Center is looking for a highly motivated Service Operation Analyst to join the Services Center team. The role focuses on producing client service reporting that provides explicit visibility on delivered services and activities, while supporting SLA monitoring, KPI definition, and the continuous improvement of processes, workflows, and service quality.
KEY RESPONSIBILITIES:
- Client Service Reporting: Produce accurate, on-time periodical client service reports covering activities (incidents, changes, requests, upgrades, monitoring) and key events, consolidating data from multiple sources (JSM, Claranet, monitoring tools, AWS dashboards).
- SLA Monitoring & KPI Support: Work closely with Service Delivery Managers to define, implement, and track contractual SLAs and relevant KPIs (internal reporting and client-facing reports); highlight performance risks and anomalies.
- Reporting Standardization & Automation:
Maintain and apply standardized EN/FR reporting templates across all Service Center clients; contribute to the industrialization and automation of reporting (including AI-assisted generation), client dashboards, and financial follow-up.
- Customer Feedback: Enhance the customer survey process, centralizing and synthesizing results and indicators.
- Process Improvement & Onboarding (PMO Support): Propose best practices to improve service quality and operational processes; support the onboarding of new clients (action tracking, input coordination, reporting and documentation structuring).
- Transformation & Security Coordination: Contribute to NeoXam transformation initiatives (ITIL standardization, JSM transformation, ARO integration) and act as the local coordination point with the Hosting Security team in India.
QUALIFICATIONS AND SKILLS:
- Bachelor’s degree or higher, preferably in Finance, Management Information Systems, or Financial Engineering.
- 5+ yea
📌 Service Operation Analyst (Noida)
🏢 NeoXam
📍 Noida