Job Description

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.


Role Profile


Role title:

Sr. Lead Analyst – Operations Insight


Colt Level:

PT1 Advance


Function:

Operations & Engineering- Network Operations


Reports to:

Senior Manager/Head


Location:

GGN



Role purpose


Provide Operational Performance Data Insights and Analysis Deliver Timely Inputs/Recommendation for Improvement in Business processes and Customer experience



Key accountabilities

• Recommend Process/system changes basis the data Analytics
• Communication with the Stakeholders across operations to understand their requirements and provide Data Analysis accordingly.
• Robotics Process to capture and interpret existing applications for processing a transaction, manipulating data, triggering responses and communicating with other digital systems
• Provide Data Insight for different projects to enable right decision
• Deliver Customer specific reports and analysis for Ops SMT review meeting with Customer
• Automate daily reporting requirement through BO and deliver on time with quality

Other accountabilities (optional)


Liaising with Network Operations Team and Colt-wide stakeholders



Key performance indicators (financial and non-financial)

• Net Easy Score calculation for customer tickets
• Increase proportion of tickets raised through Colt Online
• Reduce reactive Customer tickets
• Conformance to Customer ticket SLA
• Mean Time to Restore Service (MTRS)
• Delivering our Customer Segmentation within Network Operations
• Retain existing and even increase scope of ISO accreditations within Network Operations
• Lead and develop our Network Operations people towards a Challenger Culture

Relationships and key contacts

• Liaising with Network Operations team and Colt-wide stakeholders

Role specific requirements


Skills & Experience

• Must have
  
  • Python Coding
  • Good Knowledge of SQL (complex queries); Oracle, PL/SQL (Oracle variant)
  • Excellent knowledge of advanced Excel functions (such as advanced formulas, data connections)
  • Good knowledge of VBA/VBS coding
  
  

• Good to have
  
  • Knowledge of Siebel application
  • SAP HANA - Colt Data Warehouse (especially SIEBEL tables)
  • PHP coding knowledge
  • SQL (DML [insert, update, delete], DLL and TCL) statements
  • Business Objects features (webi in particular)
  • Visual Studio
  • Experience working with APIs
  
  

Qualifications

• B. Tech., BCA or equivalent

Behaviours

Customer Sees through the customer’s eye, takes time to understand customers’ and how he can contribute to their success. Create a powerful team focus on what matters most to customers and reflect this in the decision making. Works to remove barriers so that things are made easy for customers Ownership Does what he says, on time, with quality, without excuses. Plans effectively anticipate potential problems and takes responsibility to prevent them. Takes full responsibility for the resolution of issues Leadership Be genuine, open and honest when communicating with others. shares information openly, good or bad, so that colleagues can do their jobs with no surprises. Deal quickly, personally and effectively with difficult situations affecting customer or colleagues. Celebrate success and recognise those open to and seek feedback in order to continuously improve self, team and Colt Teamwork Builds effective working relationships across Colt to make it easy to get things done. Demonstrates a 'can-do' attitude with enthusiasm and a personal willingness to improve. Strikes the right balance between managing the details and empowering people.



Others

• Information security, business continuity, quality and other ISO or equivalent policies/ industry standards and discharge duties against them as appropriate.
• Identify risks related to process and information security and treat/ mitigate the same as appropriate

What we offer: Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognizes the importance of a work life balance.

Some benefit examples are:

• Flexible working and relaxed dress code
• Two days annually to spend on volunteering opportunities
• Access to Online-learning Platform
• Business mentoring
• option of parking slots in the Colt Campus
• lunch vouchers