Data Analyst

Overview

Required Skills & Experience:
Must-Have Skills

Incident Data Analysis & Reporting

Strong SQL skills to analyze incident logs and support tickets

Identifying recurring issues, mean time to resolution (MTTR), and SLA adherence

Experience with ServiceNow, Jira, or other ITSM tools for data extraction

Dashboarding & Visualization

Power BI or Tableau for real-time monitoring of support trends

Creating dashboards for ticket volume, response times, and escalation patterns

DAX formulas (Power BI) or custom visualizations (Python/Matplotlib, Seaborn)

IT Support Metrics & Root Cause Analysis

Tracking key IT support KPIs (MTTR, MTBF, SLA compliance)

Trend analysis for seasonal or region-specific support issues

Analyzing application performance metrics (latency, crash reports, downtime trends)

Problem-Solving & Communication

Ability to identify patterns and recommend optimizations for IT processes

Creating executive-level reports on major incidents and trends

Predictive Analytics & Machine Learning

• Time series forecasting for predicting IT support demand

Good-to-Have Skills

Predictive Analysis for Incident Prevention

Using Python (scikit-learn) for anomaly detection in application failures

Forecasting hardware failures and support workload trends

Automation & Scripting

Python or Power Automate to streamline data collection from ITSM tools

Python (Pandas, NumPy, Matplotlib, Seaborn) for automating data analysis

REST API integration to pull data from monitoring systems

Infrastructure Monitoring & Logging

Working with Splunk, ELK Stack, or Datadog for application health monitoring

Analyzing server logs, crash reports, and event correlation

Location: Bangalore

Experience: 2 - 3 Years