Job Requirements The Role and Core Accountabilities:

- Support IT Infrastructure & Operations through service governance, scorecards, KPI/KRA tracking, dashboards, management reviews and continuous improvement. Partner with leadership, service owners, vendors and PMO

Mandatory Skills

- Drive IT Infrastructure & Operations governance, review forums, performance tracking and action follow-up.
- Manage scorecards, KPI/KRA, service health, SLA, delivery performance, risks, compliance and improvement opportunities.
- Strong hands-on ServiceNow and Power BI, including dashboard creation, Power Query, data visualization, metric reporting and executive storytelling.
- Advanced SQL: complex queries, joins, aggregations, subqueries, data extraction, manipulation and validation.
- ETL, data warehousing, staging and dimensional architecture knowledge.
- Strong data modelling: star/snowflake, normalization and fact/dimension relationships.
- Advanced DAX: custom measures, calculated columns and analytical expressions.
- Power BI workspace lifecycle, deployment pipelines, RLS/OLS security and governance controls.
- Analyze incidents, SLAs, backlog, productivity, compliance and trends for actionable insights
- Prepare executive presentations, governance packs, service review packs, scorecards and business review documents.




- Working knowledge of Agile and Jira for demand, backlog, workflow and reporting.
- Strong requirements gathering, process mapping, documentation, analytical and stakeholder management skills.
- Drive reporting automation, data quality, standardization, service visibility.

Mandatory Experience

- Minimum 10 years overall experience in Business Analysis, IT Operations, Service Governance, PMO/Governance Reporting or related roles.
- Strong IT Infrastructure & Operations experience across service desk, network, server, cloud, database, storage and backup.
- Proven experience with scorecards, KPI/KRA frameworks, governance dashboards and leadership reporting.
- Robust ITIL/ITSM knowledge covering incident, problem, change, request, SLA and service performance management.
- Strong expertise in Power BI, SQL, DAX, ServiceNow, Excel, PowerPoint and Jira.

Preferred SKills

- Exposure to AI-enabled analytics, report automation, data insights and Copilot/ChatGPT for DAX/SQL and reporting efficiency.
- Ability to structure ambiguous business problems into analytical questions, validate data and present trends/improvement opportunities to senior stakeholders.

Work Experience 10-15Years

📌 Data Analyst (Chennai)
🏢 Virtusa
📍 Chennai