Key Responsibilities

1. Monitoring, Reporting & Governance

Monitor aged projects, open actions, and delivery risks across GICS portfolios
Prepare and maintain real-time workload and performance reports
Support critical situation (CritSit) escalation reporting and leadership visibility
Perform ad-hoc operational analysis to support Geo Leaders and senior leadership decision-making.

2. Operations Enhancement Tracking

3. Outage & Incident Tracking

4. ServiceNow (SNOW) Transition Support

5. Enablement & Knowledge Management

Required Qualifications

Education

Bachelor's degree (College Graduate) in Engineering, Computer Science, Information Technology, or a related field

Experience

5+ years of experience in a Technical PC / IT Service Delivery / Operations role
Strong exposure to IT operations, incident management, service performance, and governance

Technical & Functional Skills

Strong proficiency in Excel (advanced formulas, pivots, data validation)
Experience working with dashboards, reports, and operational trackers
Working knowledge of ITIL processes, incident, problem, and change management
Hands-on experience with ServiceNow (SNOW) reporting or operations (preferred)
Ability to work with structured and unstructured operational data

Behavioral & Professional Skills

Preferred Experience (Good to Have)

Prior experience in IT Control Tower, NOC, PMO, or Service Management Office
Exposure to global service delivery environments
Experience supporting leadership governance forums
Basic understanding of reporting tools (Power BI exposure is a plus, but not mandatory)

Control Tower Analyst – GICS (Technical Service Delivery)