Position Details

Type Not Specified

Experience lead

Education Not specified

Category Data & Analytics

About this role

This Lead Analyst role focuses on service reliability leadership that combines operational oversight with data-driven reporting. The person will govern incident reliability engineering, improve operational workflows using Lean/Six Sigma, and build dashboards and KPI reporting to support business continuity decisions.

Key Responsibilities

Oversee day to day Service Reliability operational processes across supported segments
Improve operational workflows using Lean/Six Sigma and process mapping
Lead incident reliability engineering oversight and reporting of incident metrics
Analyze incident patterns using ServiceNow, PagerDuty, and BigPanda
Build dashboards and reports using Tableau, Power BI, and Excel to deliver reliability KPIs

Technical Overview

The role centers on incident analytics and reliability KPIs using ServiceNow, PagerDuty, and BigPanda. Reporting and business intelligence are delivered through Tableau, Power BI, and Excel, with reliability measurement based on MTTR, MTTD, and MTTA.

Ideal Candidate

The ideal candidate is a lead-level operations and incident management professional with strong experience translating complex operational data into actionable service reliability insights. They have hands-on familiarity with incident tools such as ServiceNow, PagerDuty, and BigPanda and can lead KPI reporting using MTTR/MTTD/MTTA, Tableau, Power BI, and Excel.

Must-Have Skills

incident managementLean/Six Sigma principlesServiceNowPagerDutyBigPandaMTTRMTTDMTTATableauPower BIExcel

Tools & Platforms

ServiceNowPagerDutyBigPandaTableauPower BIExcelLeanSix Sigma

Required Skills

Operations SupportService ReliabilityIncident ManagementLean/Six Sigmaprocess mappingcross functional projectschange managementServiceNowPagerDutyBigPandaincident metricsMTTRMTTDMTTAreliability KPIsTableauPower BIExceldashboards and reportsplaybooksknowledge basetraining materialsonboarding integrationsbusiness continuity

Hard Skills

system operationsincident managementoperational leadershipLean/Six Sigma principlesprocess improvementprocess mapping current stateservice reliabilitybusiness continuityincident management frameworkscross functional project coordinationchange managementIT operationsincident metricsincident reportingincident trends and outcomestraining materialsplaybooksknowledge base contentITSM workflowsServiceNowPagerDutyBigPandaMTTR metricsMTTD metricsMTTA metricskey reliability KPIsoperational dashboardsTableauPower BIExcelbusiness intelligenceautomation engineeringsite reliability engineering

Soft Skills

operational leadershipdata-driven insightclear communicationactionable intelligenceflexibilityprioritizationresponsiveness to shifting operational demandscollaboration with IToperationsand leadership teamscoordinationmanaging timelinessupporting onboarding integrationscross functional collaborationoccasional travel readiness

Industry & Role

Industry Fintech

Job Function Lead service reliability operations and incident analytics to drive measurable improvements in reliability and business continuity.

Role Subtype Data Analyst

Tech Domains ITSM / ServiceNow

Keywords for Your Resume

Lead AnalystService Reliabilityincident managementSystems OperationsSite Reliability EngineeringAutomation EngineeringBusiness ContinuityLean/Six Sigmaprocess improvementServiceNowPagerDutyBigPandaincident metricsMTTRMTTDMTTAkey reliability KPIsoperational dashboardsTableauPower BIExcelplaybooksknowledge basetraining materialschange managementcross functional projectsonboarding of newly acquired companies

Deal Breakers

Must have experience using ServiceNow, PagerDuty, and BigPanda, Must be able to define and report on MTTR, MTTD, and MTTA reliability KPIs, Must have dashboard/reporting experience with Tableau and Power BI

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Lead Analyst, Service Reliability

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