IT KPI/ Service Performance Analyst (Telecom Systems)

SUMMARY:
Our client in the telecommunications sector is looking for a  IT KPI/ Service Performance Analyst (Telecom Systems) contract duration 6 to 12 months. 

Role Purpose
The IT KPI & Service Performance Analyst is responsible for defining, monitoring, validating, and optimizing a composite IT performance KPI derived from critical customer-facing telecom processes. The role ensures end-to-end service reliability, revenue protection, and customer experience excellence across SIM activation, recharge, USSD, and billing systems.

POSITION INFO:
Required Experience

• 5–10 years’ experience in IT performance management, service assurance, or telecom analytics
• Strong exposure to:
• SIM activation & provisioning systems
• Recharge platforms (prepaid/postpaid)
• USSD infrastructure
• Billing & charging systems
• Hands-on experience working with composite KPIs and performance indices
• Experience in large, high-volume transactional environments

• KPI design and performance modelling
• Data analysis using SQL, Excel, Power BI, Tableau, or similar tools
• Understanding of telecom IT architecture and system integrations
• Incident and problem management frameworks (ITIL)
• Strong knowledge of data accuracy, validation, and reconciliation

• Strong analytical and problem-solving capability
• Ability to explain complex technical metrics in business terms
• Stakeholder management across IT, network, finance, and vendors
• Detail-oriented with a strong focus on data integrity

• Sustained improvement in composite KPI performance
• Reduced system failures impacting customer transactions
• Improved billing accuracy and reduced revenue leakage
• Faster incident detection and resolution
• Increased confidence in IT performance reporting