About the Role

We are looking for a detail-oriented and technically inclined Business Analyst (BA) to support the development and enhancement of internal enterprise platforms focused on service delivery, vendor lifecycle management, and infrastructure monitoring.

This role requires strong skills in requirement gathering, workflow design, stakeholder management, and an understanding of IT operations and performance metrics.

The ideal candidate will work closely with cross-functional teams to ensure that business needs are accurately captured and translated into functional solutions.

Key Responsibilities

Requirements & Documentation

- Interact with business stakeholders to elicit and document clear business, functional, and technical requirements.

- Prepare detailed documentation including BRDs, FRDs, user stories, process flows, and use cases.

- Ensure traceability of requirements throughout the project lifecycle.

Process & Workflow Design

- Analyze and define end-to-end workflows for service management, operational processes, and vendor interactions.

- Map approval processes, SLA tracking mechanisms, escalation rules, and compliance checkpoints.

- Identify integration points with existing systems and suggest improvements or automation opportunities.

Infrastructure Monitoring & Reporting

- Work with technology teams to define relevant metrics for monitoring infrastructure performance and health.

- Define alerting logic, threshold configurations, and escalation workflows for key operational KPIs.

- Support the development of reporting dashboards and visualization modules to meet stakeholder needs.

Stakeholder Engagement

- Conduct requirement workshops, review sessions, and UAT coordination with end-users and stakeholders.

- Collaborate with development, QA, and design teams to validate solutions against business expectations.

- Provide timely updates and ensure alignment across all phases of delivery.

Skills & Qualifications

- 48 years of experience as a Business Analyst in IT service delivery, infrastructure, or enterprise solution domains.

- Strong understanding of IT workflows, SLA models, incident/request management, and escalation processes.

- Experience with documenting complex workflows and translating business needs into actionable requirements.

- Good understanding of infrastructure health metrics (e.g., system performance, availability, capacity).

- Excellent communication, presentation, and stakeholder management skills.

Preferred Qualifications

- Exposure to enterprise platforms in managed services, operations, compliance, or infrastructure domains.

- Familiarity with performance monitoring concepts, reporting frameworks, and operational analytics.

- Ability to work in agile environments and manage multiple priorities effectively