Service Governance and Insights Engineer
Job Req ID: 38611
Posting Date: 2 Sep 2024
Function: Software Engineering
Unit: Digital
Location:
DLF IT Park,Phase II, IIF/1, Kolkata, India
Salary: Competitive
Why BT
We've always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world's first telecommunications company. At our heart we're a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.
Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.
Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we'll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that's you and what you're looking for, we'd love you to be part of our future.
Responsibilities
Prepare, maintain, review, and deliver variety of IT-related reports, including, but not limited to, performance metrics, incident reports, service request analysis which will help to monitor the performance, and IT operational management reports.
Perform thorough investigations to identify the root causes of IT incidents and problems
Gather and analyze data from various sources to understand the issue
Identify and document recurring IT issues and their root causes.
Document findings, RCA reports, and recommendations for preventing future occurrences
Work closely with IT teams, stakeholders, and management to communicate findings and implement solutions.
Maintain detailed records of problems, RCA findings, and corrective actions
Generate and present reports on problem management activities and metrics.
Track and monitor the effectiveness of implemented solutions to ensure issues are resolved
Collaborate with various Technical teams to gather information and ensure information presented in reports is accurate and complete.
Create or Maintain Delivery of Reports, Use of Power BI and other Business Intelligence (BI) tools to create dashboards and reports.
Analyze data to identify trends, anomalies, and opportunities to improve IT performance.
Perform ad hoc reporting and custom reports as requested by stakeholders.
Create professional-level insights and findings.
Assist in the development and maintenance of data sources and data warehouses to support reporting requirements.
Understanding of the ServiceNow ITSM functionality to be able to explain trends from the reports/dashboards data.
Skills and Experience
Holding a full time Bachelor's degree
5+ years of Proven experience in IT incident management, problem management, or a similar role
Strong analytical and problem-solving skills.
Proficiency in RCA tools and techniques.
Knowledge of ITIL framework and best practices.
Strong communication & presentation skills, both written and verbal.
Proficiency in Microsoft Excel, including advanced functions and formulas.
Knowledge on IT Service Operation and IT Service Management.
Proficient with data visualization tools, especially Power BI, is a plus.
Analyzing data & Maintain accuracy.
Ability to work independently and as part of a team. Collaborative Mindset
Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
Typically works with moderate guidance in own area of knowledge.
Understands the key business drivers; and uses this knowledge to focus own work.
Builds productive relationships internally and externally.
Ability to Work in a Team Environment
Effective Communication Skills
A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you're a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
DON'T MEET EVERY SINGLE REQUIREMENT
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.
