Delivery Analyst: General - Cyberjaya SGR

Job Description

•    Creates defect prevention investigations and manages the investigation lifecycle


•     Identification of proactive investigations


•     Support activities related to Defect Prevention and RCA process within the pool


•     Preparation of daily & weekly metrics and delivery status


•     Ensures weekly scorecards / RCA / KPI / PHI completed correctly and accurately


•     Under direction of Service Delivery Managers and Operational Managers creates broadly applicable solutions that are used by    the team for process improvements in handling reoccurring  problems (across accounts, pools, locations).


•     Maintains interlock with the delivery Managers, Functional Managers and Line Management


•     Documentation of investigation and implementation plans to resolve issues (e.g. RCA, Service Improvement Plans implementation and monitoring)


•     Works with Team members across the location(s) to improve and change the process and improve effectiveness eliminating waste


•     Determines if any solutions can be implemented and/or applicable to other accounts/pools/locations/centers – best practice sharing.


•     Analyzes and interprets business data and provides in-depth analysis in identifying problems and performance exposures with alternative solutions/recommendations which can be taken to     management/customers.


•     Engages with the account teams and clients to enhance the effectiveness of solutions and to increase the awareness of proactive quality improvements


• Customer and service orientation, Ability to operate well in an international environment and multicultural environmentVery good problem solving skills


•     Good knowledge about following tools: Value Stream Mapping, Problem Solving (Kaizen), 5 Why, Fishbone diagram, Root cause nalysis, Pareto, Process Behavior Analysis (PBA)

Required Technical and Professional Expertise

• Customer and service orientation


• Ability to operate well in an international environment and multicultural environment


• Very good problem solving skills


• Good knowledge about following tools: Value Stream Mapping, Problem Solving (Kaizen), 5 Why, Fishbone diagram, Root cause nalysis, Pareto, Process Behavior Analysis (PBA)

Preferred Technical and Professional Experience

• Customer and service orientation


• Ability to operate well in an international environment and multicultural environment


• Very good problem solving skills


• Good knowledge about following tools: Value Stream Mapping, Problem Solving (Kaizen), 5 Why, Fishbone diagram, Root cause nalysis, Pareto, Process Behavior Analysis (PBA)


•  Reliability


•  Responsiveness and flexibility


•  Teamwork skills

Required Education

Bachelor’s Degree

Preferred Education

Bachelor’s Degree

Travel Required

No Travel

Is Extensive Time Away From Home Required?

No

EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Eligibility Requirements

• Reliability


• Responsiveness and flexibility


• Teamwork skills


• High motivation


• Analytical minded


• English: fluent or intermediate

Primary job category

Technical Services

Growth Play

None