Technical Analyst - Quality Assurance and Operational Excellence

Computacenter; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Computacenter in Bangalore is seeking a Technical Analyst to join the Remote Services Operations team. You will contribute to Quality Assurance initiatives across internal processes and customer deliveries, applying data-driven methods and Lean Six Sigma to improve performance.

You will work with global teams and senior stakeholders to drive operational excellence across IT service delivery while enhancing the customer experience.

Qualifications

• 3–7 years of IT experience with quality assurance initiatives.
• Exposure to Lean Six Sigma, data analytics and BI tools.
• Strong analytical and problem-solving mindset; stakeholder management.

Responsibilities

• Manage the Group Operational Quality Framework for the program/customer account support.
• Be the single focal point of contact on end-to-end quality management for internal and external customers.
• Perform Quality Management activities aligned to service offerings for efficiency.
• Implement Operational Excellence improvements using Lean Six Sigma and related tenets.
• Drive data analytics for informed decisions with Operations Leads and other stakeholders.

Skills

Quality Assurance

Data analytics

Stakeholder management

Lean Six Sigma

Python

BI tools

Tools

Python

Power Automate

BI tools

Job description

Technical Analyst Technical Analyst Life on our team An opportunity to join Computacenter’s dynamic and rapidly expanding Remote Services Operations. Successful applicants will be joining a truly global organisation, delivering services into over 70 countries worldwide, with major offices across Europe, the Americas, Africa and Asia: a recognised leader of the IT services business with a unique vendor-independent, infrastructure-focused perspective on the market. You’ll get to work with some of the most talented and passionate people in the business. You’ll have the opportunity to apply your knowledge to some of the highest profile projects and customers in the market from our Computacenter office in Bangalore. This role is for the RSO Ops Excellence Service Line that primarily focuses on driving group led Quality Assurance initiatives for either internal to our organisation’s capability and processes contributing to the customer service delivery. With open access to thought leaders and major industry players you’ll get exposure to leading edge technologies, frameworks, standards, data driven methodical tenets, which will enable you to advance your skills.

Key Responsibilities

• Manage the Group Operational Quality Framework for the respective program / customer account support to ensure an effective and efficient service delivery to the customers.
• Be the single focal point of contact on the end-to-end quality management umbrella for both the internal and external customers for the respective customer account(s).
• Perform a range of Quality Management activities and initiatives in alignment to the current service offerings to cater both business and operational efficiency (either as an agreed customer contractual obligations or internal Operational Excellence initiatives)
• Fluent in implementing Operational Excellence improvements with sustainable solutions using methodical and analytical manner using Lean, Six Sigma, Kaizen, FMEA, or other quality tenets.
• Be the Change Enabler by working across Operational Excellence functions in identification and adoption of relevant organisational changes comply to the agreed quality standards and ensure the overall adoption.
• Effective stakeholder management with the Operations Leads / other Operations Excellence leaders in implementing a robust Operational Excellence platform with data analytics for data driven decisions.
• Ensure to act as a process catalyst in the areas of ITIL processes, ranging from Service transition, Operations and driving CSI towards operational improvement and sustaining the overall business experience intact.
• As a Quality Analyst besides the data analytics, the role shall also include in various other Operational Excellence initiatives that include driving process optimisation and excellence activities.
• Responsible to ensure end to end audit management activities are seamlessly performed to ensure process and technical audit compliance per the agreed customer / internal processes.
• Track and monitor the performance of the process and operational improvements continually and work closely with the internal delivery and customer stakeholders (in terms of C p , P p , COPQ, etc.).
• Shall manage the operational reporting for the program that includes dashboards and insights, define and manage meaningful Measures that Matters for the business (to track from Lag and Lead indicators for EWS)

Other requirements

• 3 -7 years of overall IT experience and have prior working stints around Quality Assurance initiatives
• Prior working expertise in Continual Improvement Initiatives (preferred to have exposure in Lean Six Sigma)
• Exposure in Data analytics (Python, Power Automate, etc.) and knowledge on Business Intelligence (BI) tools.
• Strong analytical and data driven capabilities with a proactive and problem-solving mindset.
• Effective stakeholder management skills, with the ability to work effectively in a dynamic environment.
• Flexible and quick to adapt business changes and willingness to take additional duties / projects, as required.

About us

With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, and enabling people and their businesses.

Learning and development

Our people are our strength which is why we offer leadership training, coaching, mentoring, professional development, and international opportunities. Whichever direction you choose to go in – whether it’s a well-trodden path or a completely new part of the business – we’ll support you. Our managers champion their people, powering their personal development and helping them to reach their full potential.

You belong

We passionately believe in the power of diversity and inclusion. We celebrate our differences because we know a diverse workforce with different experiences and perspectives helps us win together. And to do that, you need to feel comfortable to bring your whole self to work – and you can only do that when you feel supported, valued, and have a sense of belonging which is what we strive to achieve.

Your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. All that matters to us is that you share our vision and our values, and that you bring the experience and skills we need.

We are proud to be a Disability Confident Employer, we welcome applications from people with a disability – and guarantee to interview applicants who have a disability and meet the essential requirements for the job.