Business Operations Analyst Job in Milestone Technologies

Business Operations Analyst IT Managed Services

Location: Hyderabad, India

Company Overview

Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure, and services. For over 25 years, Milestone has supported enterprise clients with IT transformation, innovation, and operational agility. We specialize in solutions like Application Services, Digital Product Engineering, AI/Automation, and ServiceNow. With over 3,000 employees, Milestone continues to drive industry-leading innovation through a people-first approach and collaborative work culture.

Job Overview

Milestone India is seeking a talented and dynamic Business Operations Analyst to join the Business Operations team. The role involves supporting Onshore Service Delivery Executives (SDMs) and Managers globally. You will analyze data, identify business opportunities, and improve operational efficiency. This position requires excellent attention to detail and the ability to work with multiple stakeholders.

How You Will Make an Impact

• Review Business Policies & Processes: Analyze data and business information to identify opportunities for improvement and optimize operations.
• Financial Performance Reporting: Generate dashboards/reports on costs vs revenue for key customers. Identify cost-saving initiatives, billing leakages, and profitability opportunities.
• Cross-functional Collaboration: Work closely with executive management, delivery, sales, and finance teams to achieve company goals.
• Timecard Administration: Ensure accurate recording and billing of hours across multiple programs.
• Billing Analysis: Provide billing recaps and analysis for the delivery team to take corrective actions.
• Template Standardization: Standardize reporting templates for CSAT, QBRs, MBRs, and other KPIs.
• Customer NPS Reporting: Track and follow-up on customer NPS scores and provide reporting insights.
• SLA/KPI Reporting: Report on project SLAs, KPIs, and CPI index to measure performance.
• Process Automation & Centralization: Identify opportunities to centralize mundane tasks, automate processes, and reduce human errors.
• Vendor Feedback: Provide periodic feedback based on data and SLAs to improve efficiency and reduce costs.
• Financial Data Presentation: Present financial insights to key customers and internal stakeholders.
• Strategic Financial Planning: Experience in finance management, operations, budgeting, cost control, and M&A.
• Customer Billing: Centralize and validate billing accuracy across clients and vendors.
• Contract Management: Track SOW/CR renewals and ensure timely amendments and follow-up with stakeholders.
• Resource Tracking: Ensure resources are properly billed from day-1, tracking hires, terminations, and role movements.
• Adhoc Project Support: Handle new projects, assess, plan, and execute with support from the Team Lead.

What You Will Need to Succeed

• Experience: At least 5-7 years in a Business Operations Analyst role, with 7-9 years of hands-on IT experience.
• Self-driven: Ability to work independently with minimal supervision.
• Analytical Skills: Strong analytical and organizational skills to enhance business performance and improve processes.
• Reporting Skills: Ability to generate insightful reports and present data to management and customers.
• Financial Acumen: Knowledge of finance and delivery to improve profitability and reduce delivery costs.
• Advanced Excel Skills: Strong proficiency in Excel, PowerPoint, and reporting tools (e.g., Tableau, Workday).
• Collaboration: Proven ability to build positive, constructive relationships with superiors, peers, and stakeholders.
• Agility: Willingness to stretch and contribute as needed.
• Exceptional Communication: Excellent verbal and written communication skills to interface with various teams.

Why Milestone?

At Milestone, we believe in providing a collaborative, inclusive environment where employees are empowered to reach their full potential. By working at Milestone, you will have the opportunity to contribute to transformational IT solutions, enhance your skill set, and work with cutting-edge technologies.