Role Proficiency:

Perform analysis research and find resolution of business problems under guidance.

Outcomes:

Work with cross functional teams to gather and analyse information and recommend solutions Perform research and study of specific work problems and procedures related to UST clients or internal stakeholders and provide solution recommendations to managers Document findings of study and prepare recommendations for implementation of the new systems procedures or organizational changes Recognize and maintain confidential information

Measures of Outcomes:

Quality of research and analysis # of solutions recommended # of new systems or processes recommended Accuracy of reporting and MIS

Outputs Expected:

Operations Responsibility:

Collect and analyze information on specific business problems or procedures
recommend solutions
as required Develop and maintain performance reports and consult with management about format
distribution
and purpose Review management reports and make specific suggestions based on the report Work with cross-functional teams to ensure successful implementation and rollout of newly implemented systems or process

Skill Examples:

Strong analytical and problem solving skills Must be a self-starter and quick learner Ability to work in a team environment Strong written and oral communication skills Ability to handle pressure and setbacks Adaptability Ability to meet deadlines and manage multiple priorities Ability to maintain confidentiality of information Should be an extrovert

Knowledge Examples:

Good understanding of IT industry Experience with MS Word Excel PowerPoint and MS Visio

Additional Comments:

Responsibilities: • Organize and facilitate project reviews to monitor project health and ensure quality assurance and delivery excellence throughout the project lifecycle. • Facilitate customization and implementation of SDLC processes and tools for the applicable projects, along with integration with custom tools and processes. • Perform risk assessment, identify risks across projects, propose mitigation strategies, and ensure implementation of risk management plans. • Facilitate selection of suitable life cycle processes for project execution, in organization tools and platforms, according to the project situation. • Define metrics / KPI to measure delivery excellence, collate, analyze, and synthesize delivery metrics data from multiple projects to create comprehensive reports on project performance. • Use statistical methods and data analysis techniques to interpret collected data and identify trends, patterns, and anomalies. • Provide actionable insights based on data analysis to support decision-making by project managers, delivery leads, and senior management. • Facilitate root cause analysis when key performance indicators (KPIs) deviate from expected norms or in case of other issues such as project delays, quality defects, or budget overruns are detected. • Lead continuous improvement initiatives to enhance delivery capabilities by identifying trends, inefficiencies, and areas for improvement within delivery processes based on the analysis of data. • Generate and distribute detailed reports and dashboard for stakeholders. Knowledge / skills: • Overall, 7 to 10 years of experience in IT services industry with process quality assurance, or delivery excellence in an IT services environment • Understanding of software development life cycle (SDLC) methodologies such as Agile and Waterfall. • Proficiency in agile practices and reporting tools like JIRA, MS Project, Power BI, etc. • Strong analytical skills with the ability to interpret complex project data and provide actionable insights. • Excellent written and verbal communication skills; ability to present data effectively to various stakeholders. • Assertiveness and sound judgement • Ability to create and deliver executive-level summary reports and presentations. • Ability to articulate clearly and concisely thoughts, views and ideas with stakeholders. • Certifications (desirable): CSM, SAFe, PMP, PRINCE2