Architect

Role: Support IT Infrastructure & Operations through service governance, scorecards, KPI/KRA tracking, dashboards, management reviews and continuous improvement. Partner with leadership, service owners, vendors and PMO MUST-HAVE SKILLS

• Drive IT Infrastructure & Operations governance, review forums, performance tracking and action follow-up.
• Manage scorecards, KPI/KRA, service health, SLA, delivery performance, risks, compliance and improvement opportunities.
• Strong hands-on ServiceNow and Power BI, including dashboard creation, Power Query, data visualization, metric reporting and executive storytelling.
• Advanced SQL: complex queries, joins, aggregations, subqueries, data extraction, manipulation and validation.
• ETL, data warehousing, staging and dimensional architecture knowledge.
• Strong data modelling: star/snowflake, normalization and fact/dimension relationships.
• Advanced DAX: custom measures, calculated columns and analytical expressions.
• Power BI workspace lifecycle, deployment pipelines, RLS/OLS security and governance controls.
• Analyze incidents, SLAs, backlog, productivity, compliance and trends for actionable insights
• Prepare executive presentations, governance packs, service review packs, scorecards and business review documents.
• Working knowledge of Agile and Jira for demand, backlog, workflow and reporting.
• Strong requirements gathering, process mapping, documentation, analytical and stakeholder management skills.
• Drive reporting automation, data quality, standardization, service visibility.
  
  

MUST-HAVE EXPERIENCE

• Minimum 10 years overall experience in Business Analysis, IT Operations, Service Governance, PMO/Governance Reporting or related roles.
• Strong IT Infrastructure & Operations experience across service desk, network, server, cloud, database, storage and backup.
• Proven experience with scorecards, KPI/KRA frameworks, governance dashboards and leadership reporting.
• Strong ITIL/ITSM knowledge covering incident, problem, change, request, SLA and service performance management.
• Strong expertise in Power BI, SQL, DAX, ServiceNow, Excel, PowerPoint and Jira.
  
  

PREFERRED

• Exposure to AI-enabled analytics, report automation, data insights and Copilot/ChatGPT for DAX/SQL and reporting efficiency.
• Ability to structure ambiguous business problems into analytical questions, validate data and present trends/improvement opportunities to senior stakeholders.