Business Operation Analyst II - IN

Job Description SKILLS/KNOWLEDGE Shift : EST ( 6:30 pm IST to 3:30 am IST)Exp : 4 to 7 yrs. Intermediate understanding of metrics and reporting.o Experience in generating multiple report types o Excellent use of SQL, MS Office tools, including Word, Excel, and PowerPoint o Nice to have Skills- QlikSense dashboard developer, Jira ticketing tool and GCP o Strong attention to detail and problem-solving skills. o Self-starter and ability to work both independently and in team environments. o Desire to uphold Fanatical Support o Resourceful/Proactive o Prioritizing deadlines o Ability to handle multiple tasks o Communicating efficiently and effectively both verbal and written o Ability to learn and retain technical and non-technical knowledgeo Ability to adapt to changes in processes and products o Follow procedures as outlined o Identify opportunities for improvement within the business processes JOB REQUIREMENTS: Key Accountabilities o Fanatically Support scheduled and non-scheduled Business Support processes and tasks which underpin and support both the Account Management and Technical Teams, in terms of both overseeing and the personal completion of such tasks  o Ensure that updates are provided in line with Service Level Agreements where appropriateo Ensure that interactions, updates and deliverables are of an agreed high-quality (in line with Service Delivery quality assessment criteria)o Follow customer specific workflow through provided processes, obtaining permission to deviate when required. o ‘Wow’ Strategic Rackers and potentially customers through service excellence o Ability to learn processes, tools and draw upon resources to handle complex customer services o Ability to follow a process to a consistent and qualitative standardo Ability to build rapport and trusted relationships with all Rackers in the Strategic Department JOB COMPLEXITY: o Ensure scheduled Service Delivery support requests and activities are followed as required.o Ensure incoming customer issues are handled efficiently. o Run any Strategic reports- e.g. weekly ticketing reports o Understand gaps or deficiencies in processes or systems and help drive service/operational improvements.o Prioritizes business and project requirements. o Provides thorough communication internally within the department and externally to the rest of the business.o Provides functional expertise to one or more business areas. Defines and documents process flows.o Helps establish framework for business operations reports for various functional areas. o Owns and manages all business operations reporting. o Runs with business operations and analytics needs as pertaining to: current projects and initiatives, ad hoc information requests, communication plans around projects and initiatives, business case development for tools and resources. Oversees and owns document management initiatives.About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.  More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.