Tech Ops Analyst II - ITSM & Continuous Improvement

utions that power operations across North America, Europe, Asia, and Australia.

At TJX, we foster an inclusive, high‑performance culture where Associates are encouraged to grow, take ownership, and make a measurable impact. TJX India offers long‑term career growth, meaningful global exposure, and a strong commitment to associate well‑being and work‑life balance.

What You Will Discover

• Inclusive and collaborative culture with career growth opportunities

• A truly global IT organization with cross‑region ownership

• A fast‑paced environment focused on operational excellence and continuous improvement

What You Will Do

The Tech Ops Analyst II - ITSM & Continuous Improvement role is a critical contributor to operational excellence across the enterprise. This role owns ITSM analytics, continuous improvement initiatives, and operational insights to improve service stability, reliability, and efficiency at scale.

You will work closely with Engineering, SRE, Platform, and ITSM process owners to transform operational data into actionable improvements and measurable outcomes.

ITSM Analytics & Operational Insights

• Analyse Incident, Problem, Change, and Major Incident data to identify trends, systemic issues, and risk areas

• Track and interpret P1/P2 incident patterns, availability trends, change failure rates, SLA compliance, and incident recurrence

• Ensure data quality, accuracy, and completeness within ServiceNow

• Produce weekly and monthly operational insights and executive‑ready summaries for leadership

Continuous Improvement & Process Excellence

• Own and drive continuous improvement initiatives across ITSM processes (Incident, Problem, Change, Release)

• Partner with Problem Management to improve RCA quality, action tracking, and preventive outcomes

• Facilitate and improve Post‑Incident Reviews, ensuring clear accountability and closure of corrective actions

• Identify gaps and inefficiencies in ITSM workflows and recommend scalable, practical process improvements

• Improve operational documentation including runbooks, SOPs, workflows, and knowledge articles

Automation & Operational Efficiency

• Automate repetitive data collection, analysis, and reporting using tools such as Python, PowerShell, Excel automation, or ServiceNow flows

• Reduce manual overhead and improve consistency in operational reporting and insights

• Standardize metrics, dashboards, and reporting practices across teams

Dashboarding & Reporting

• Build and maintain operational dashboards using ServiceNow Performance Analytics, Excel, SharePoint, or Tableau

• Track and report on key KPIs such as MTTR, Change Failure Rate, Emergency Change %, Incident Recurrence, Availability, and SLA compliance

• Present insights in a clear, executive‑friendly manner, highlighting risks, trends, and improvement opportunities

Cross‑Team Collaboration

• Partner with Engineering, SRE, Platform Ops, Product, and ITSM process owners to improve system stability and operational readiness

• Align improvements with enterprise ITSM standards and governance

• Support audits and compliance requirements through clean, traceable, and reliable operational data

What You Will Need

You will be responsible for strengthening operational stability and driving continuous improvement across global platforms. This role requires strong analytical ability, ownership mindset, and the ability to influence outcomes through data and collaboration.

You will work with global technology teams, third‑party vendors, and operational stakeholders to ensure reliable, efficient, and scalable IT services.

Minimum Qualifications

Education:
Bachelor's degree in Engineering, Computer Science, or equivalent practical experience.

Experience:

• 5-7 years of overall professional experience in technology operations, platform support, or application maintenance

• 3-6 years of experience in SRE, Platform Operations, IT Service Management, or Reliability Engineering roles

Technical Skills

• Strong hands‑on experience with ServiceNow ITSM modules and workflows

• Experience developing or supporting automation using Python, PowerShell, Excel macros, or scripting tools

• Strong ability to analyse and interpret Incident, Change, and Problem metrics

• Experience building dashboards and reports in ServiceNow Performance Analytics, Tableau, or equivalent tools

• Familiarity with collaboration and documentation tools such as Confluence, SharePoint, and Jira

• Experience with monitoring, logging, and alerting tools (e.g., Splunk, Grafana, AppDynamics)

• Exposure to outage tracking, availability reporting, and operational KPI management

Process Knowledge

• Strong understanding of Incident, Problem, Change, and Release Management (ITIL aligned; ITIL certification preferred)

• Working knowledge of continuous improvement methodologies and root cause analysis techniques

• Ability to identify process optimization opportunities and drive measurable improvements

• Strong documentation skills, including process flows and operational playbooks

Soft Skills

• Proactive, ownership‑driven, and improvement‑focused mindset

• Strong verbal and written communication skills

• Ability to translate complex technical data into clear business insights

• Customer‑first approach with strong stakeholder management skills

• Comfortable working independently and in globally distributed teams

In addition to our open door policy and supportive work environment, we also strive to provide a competitive salary and benefits package. TJX considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status, or based on any individual's status in any group or class protected by applicable federal, state, or local law. TJX also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

Address:
Salarpuria Sattva Knowledge City, Inorbit Road

Location:
APAC Home Office Hyderabad IN