Responsibilities :

Reporting & Analytics
- Prepare daily, weekly, and monthly KPI dashboards.
- Analyze ticket trends, aging, backlog, repeat complaints, and SLA.
- Create management presentations and executive summaries.
- Perform root cause analysis and recommend improvements.

Operations Governance
- Monitor VIP & L2 ticket queues.
- Track SLA compliance and follow up on overdue cases.
- Coordinate with NOC, Field Operations, Vendor, IT, and Customer Care.
- Escalate critical customer cases based on priority.

Project & Process Management
- Follow up enhancement initiatives with IT.
- Prepare Meeting Minutes (MoM) and action trackers.
- Monitor project progress and implementation timelines.
- Maintain SOPs and operational documentation.

Required Skills
- Advanced Microsoft Excel (Pivot Table, XLOOKUP, Power Query preferred)
- PowerPoint presentation design
- Power BI or Looker Studio (basic to intermediate)
- SQL is an advantage
- Strong analytical thinking
- Good communication and stakeholder management
- English proficiency is a plus