REMOTE Technical Operations Analyst (NOC/Telecomm Industry)

Core Competencies: Analytical Rigor: Ability to think critically and apply quantitative methods to solve business problems. Attention to Detail: Meticulous approach to data integrity, reporting accuracy, and documentation. Problem-Solving: Proactive in identifying performance issues and developing

Job Description: The Technical Operations Analyst, specializing in Metric Development & Controls, is a designated resource responsible for the full lifecycle of technical operations metrics. This includes design, development, implementation, monitoring, and compliance of key performance indicators (KPIs) and performance standards for our technical workforce, specifically focusing on our Full-Time Equivalent (FTE) Technician Program. This role is critical in ensuring performance management programs are aligned with company goals, providing actionable insights, and maintaining centralized data integrity and control over all technician performance metrics.⚖️ Metric Implementation and Controls Act as the centralized control point for all FTE Technician Program metrics, managing adjustments, updates, and maintenance of the metric framework. Ensure data integrity and accuracy across all reporting platforms and systems used for metric calculation and tracking. Develop and maintain documentation detailing metric definitions, data flow, calculation logic, and control procedures. Support the integration of new metrics into existing performance management systems and operational dashboards.📈 Performance Analysis and Reporting Generate regular and ad-hoc metric compliance reporting for all levels of management, highlighting performance trends, compliance rates, and areas of concern for the FTE Technician Program. Conduct in-depth analysis to understand the root causes of performance variances (positive and negative) at the market and individual technician level. Prepare and present data-driven findings and recommendations to leadership on the effectiveness of current metrics and potential strategies for performance improvement. Manage all data and reporting requirements for the FTE Technician Program, serving as the subject matter expert for technician performance data.🛡️ Compliance and Auditing Monitor metric compliance against established standards and controls, identifying and flagging potential issues or manipulation. Support the technical operations performance control programs by providing accurate, timely data and analysis for review and remediation processes. Participate in internal and external audits related to performance data and reporting processes.