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Team Lead - Analytics

Post Date:  Apr 24, 2026
Location: 

Bangalore

Company:  AVASO TECH PRIVATE LIMITED

1. Job Title
  • Team Lead – Global Support Centre (Analytics)

 

2.Department
  • Global Support Centre

3.Location
  • Mohali/Bengaluru, India

4.Work Model
  • Office-based (Shift-based as per business requirement)

5.Reports to
  • Manager – Global Support Centre

6.Direct reports
  • 8–15 (Data Analyst/Specialist)

7. Level
  • Team Leader

 

8. Role Summary / Job Purpose

The Team Lead – Analytics will be responsible for managing data reporting, generating actionable insights, and driving continuous improvement initiatives across the Global Support Centre. The role ensures data accuracy, supports business decision-making, and enhances operational efficiency through analytics, automation, and governance.

 

9. Key Responsibilities

  • Develop interactive dashboards and reports using Power BI
  • Extract, transform, and analyze data using Power Query and SQL
  • Perform advanced data analysis using Excel (including macros and automation)
  • Identify trends, patterns, and insights to support business decisions
  • Automate repetitive reporting tasks to improve efficiency
  • Collaborate with stakeholders to understand data requirements
  • Support implementation of AI-based solutions where applicable
  • Data Visualization & Reporting: Power BI, Power Query
  • Advanced Data Handling: Excel (Macros, Automation)
  • Database Management: SQL
  • Emerging Technologies: AI Generalist
  • Prepare data-driven presentations and reports for stakeholders.
  • Identify process gaps and develop structured improvement plans.

10. Required Skills

  • Strong experience in Power BI and Power Query
  • Advanced knowledge of Microsoft Excel (Macros/VBA preferred)
  • Proficiency in SQL for data extraction and manipulation
  • Analytical thinking with attention to detail
  • Basic understanding of AI/ML concepts (AI Generalist)

 

Behavioural Skills

  • Strong interpersonal and stakeholder management skills
  • Excellent written and verbal communication
  • Analytical thinking and problem-solving ability
  • Ability to multitask and manage priorities in a fast-paced environment

 

 

 

11. Tools / Systems / Technical Knowledge

  • IT Service Management (ITSM) tools (ServiceNow or similar)
  • Ticketing and workflow management systems
  • Reporting & dashboards (Excel, Power BI – preferred)
  • Knowledge of ITIL-based service delivery frameworks

12. Decision-Making Authority

  • Allocate workload and shifts within the team to meet operational requirements
  • Approve operational actions for incident resolution and escalations
  • Recommend process improvements and service enhancement initiatives
  • Identify and escalate risks impacting SLAs or customer satisfaction

13. Problem-Solving Complexity

  • Handles moderate to complex operational issues involving multiple stakeholders
  • Requires analysis of ambiguous situations and implementation of structured solutions
  • Expected to proactively prevent repeat incidents through root cause analysis

14. Stakeholder Management / Influence

  • Internal Stakeholders: Service Delivery, PMO, Field Operations-GFS, IT, Leadership.
  • External Stakeholders: Global Clients, Service Partners
  • Client-facing role with moderate to high influence across cross-functional teams

 

15. Education & Certification Requirements

 

Mandatory:

 

  • Bachelor’s degree in a relevant field (e.g., Data Analytics, Computer Science, Statistics)

 

Preferred If any:

  • ITIL Foundation Certification ( ITIL v4)

 

16. Experience Requirements

  • Minimum 7+ years of experience in Service Centre / Service Operations
  • Prior experience in data analytics or business intelligence role
  • Experience in handling large datasets and automation

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