Job Description

Role description To identify investigate and resolve the underlying causes of business process failures customer complaints or operational inefficiencies The role ensures that corrective and preventive actions are implemented to improve performance reduce risk and enhance customer satisfaction Key Responsibilities Conduct thorough root cause investigations using structured methodologies eg 5 Whys Fishbone Ishikawa Fault Tree Analysis Collaborate with crossfunctional teams to gather data validate findings and implement corrective actions Document findings in clear concise RCA reports with actionable recommendations Monitor the effectiveness of implemented solutions and track recurring issues Support continuous improvement initiatives by identifying systemic issues and trends Present RCA findings to stakeholders including senior management with clarity and impact Maintain RCA logs dashboards and knowledge bases to support organizational learning Skill Profile Technical domain Skills Proficiency in RCA tools and techniques eg 5 Whys Pareto Analysis FMEA Fishbone diagrams Strong analytical and problemsolving skills Experience with data analysis tools Excel Power BI SQL or similar Storytelling and documentation skills Telecom OSS BSS stack understanding BT prior experience with some product or system knowledge will be preferrable Soft Skills Critical thinking and attention to detail Strong communication and presentation skills Ability to influence and collaborate across departments Stakeholder management

About Virtusa

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth -- one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.


Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.


Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.