Data Analyst - BLR

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