Full Time
Operation Optimization Analyst
India
We are looking for a proactive Operation Optimization Analyst with strong analytical ability to own delivery health end-to-end — from SLA compliance and ticket lifecycle management to sprint reporting and process improvement. The right candidate operates independently, escalates with discipline, and drives workflow efficiency through structured insights.
Responsibilities
SLA Management: Monitor open tickets against SLA thresholds, follow up with responsible teamsproactively, escalate at-risk tickets before breach, and maintain a weekly breach log with root cause and action taken.
Ticket Routing: Independently assign epics and owners for all incoming tickets based on project scope and team structure; raise clarifications with requesters when details are insufficient.
Sprint Reporting: Generate sprint reports and distribute stakeholder notifications at sprint close —independently and on time, without prompting.
JIRA Ticket Closure: Close resolved client-facing tickets promptly; conduct daily reviews of pendingclosures to ensure boards reflect accurate, real-time status.
Blocker Analysis & Process Improvement: Weekly review of stalled tickets, categorize root causes,present findings to leads, and propose monthly process improvement initiatives to reduce recurring bottlenecks.
Facilitate Scrum ceremonies (planning, stand-ups, reviews, retrospectives) and coach teams on Agile best practices.
Track and communicate Agile metrics (velocity, burn-down, cycle time) to stakeholders.
Skills & Competencies
5+ years of experience in a software delivery environment.
Proven proactive SLA management — active intervention and escalation, not just monitoring.
Ability to independently own ticket routing and epic assignment without peer dependency.
Experience producing sprint reports and stakeholder updates without managerial prompting.
Strong ticket lifecycle discipline, including timely closure of client-facing JIRA/JSM tickets.
Analytical skills to identify blockers, categorize root causes, and propose data-driven improvements.
Proficiency with Jira, JSM, or Azure DevOps; experience with SLA/sprint dashboards and reporting.
CSM or equivalent Agile certification.
Scienaptic is the world's leading AI powered Credit Underwriting platform company. Designed by seasoned Chief Risk Officers, its platform is creating industry leading business impact in terms of lifts such as higher approvals (15-40%) and lower credit losses (10-25%) with all the regulatory explain ability.Last year alone, we helped financial institutions evaluate 45 million consumers and offer credit to over 15million. Scienaptic clients include Fortune 100 banks, community banks and FinTech’s