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Sr IT Business Operations Analyst

Requisition No.:  164915
Category:  Information Technology - IT

Hyderabad, AP, IN

CA Technologies creates software that fuels transformation for companies and enables them to seize the opportunities of the application economy. Software is at the heart of every business in every industry. From planning, to development, to management and security, CA is working with companies worldwide to change the way we live, transact, and communicate – across mobile, private and public cloud, distributed and mainframe environments.

Job Overview

This position is responsible for the design and delivery of various IT operations functions in support of managing the business of Information Technology. This includes areas such as Service Management. May act as a liaison between IT and other departments (i.e. HR, Finance, Procurement, etc.).

Define and produce metrics for evaluating and measuring service delivery quality and performance levels. Identify trends and process improvement opportunities. Recommend and implement process improvements and propose automated solutions. Research, recommend and implement best practices and establish benchmark data. Work with cross-functional IT teams to design, develop, and integrate IT processes utilizing best practices and industry standard framework disciplines to achieve results.

Work involves the application of moderately complex procedures and tasks that are quite varied. Independent judgment and decision-making is required.

Position is responsible for developing new ideas and changes in methods, procedures, or services. 

Key Responsibilities: Problem and Release Management

Problem Management:

  • Manage the life cycle of problems through root cause analysis, to the completion of associated error resolution tasks of problems resulting from incidents in the production environment. 
  • Proactively identify incident trends in application/technology initiate proactive projects to prevent problems from occurring. 
  • Interface with application/production/infrastructure work streams (Incident, Release, Front Office Production Support, and Change) to highlight key problems and initiate error resolution activities which out trading applications run.
  • Lead Root Cause Analysis investigations to successfully identify root causes of problems. 
  • Work with development, support and infrastructure teams to determine effective long-term remediation tasks. 
  • Proactively identify problem trends and known bugs and work with Development, others stream to provide the solution. 
  • Track the completion of problem root cause and error resolution tasks.
  • Track Problem governance metrics and continuously seek to improve the Problem management KPIs.
  • Advice senior management on areas requiring focus.
  • Perform regular Problem Management meetings with Application/Business/Development areas to track progress of error resolution tasks. 
  • Write Senior Executive problem reports to a high standard.
  • Assist line manager periodically with Audit and Problem governance metrics.
  • Train Technical staff periodically on ITSM toolsets /processes and procedures.
  • Capable of taking ownership of adhoc / scheduled reports. 
  • Analyze the areas of improvement in terms of automation & streamlining business reports. 
  • Ability to draw up requirements spec and drive reports development either via CA or vendor resources.
  • Design processes using best practices in alignment with process (ITIL) and control (SOX) frameworks to ensure developed processes satisfy certification standards (ISO 20000 & ISO 27001).
  • Advise management and staff on current industry trends and service management processing concepts and strategies. Propose, design, develop and implement a strategy in line with the industry's future direction.
  • Build and maintain relationships with all areas of GIS that are responsible for delivering Service Management
  • Research, recommend and implement best practices.
  • Expected to be goal and customer-service focused. During times of emergencies, outages and project planned work; be on-call and available until the event is addressed. During system conversions, extra effort may be required in-order to ensure the roll of the system is successful.
  • Should be aware of Agile methodology and DevOps concepts.

Release Management:

  • Forward Plan the release windows and cycles across a portfolio
  • Manage Releases between different orgs within GIS
  • Conduct Release Readiness reviews, Milestone Reviews, and Business Go/No-Go reviews
  • Weekly and monthly Release reporting
  • Drive weekly Release Management Calls (Governance meetings)
  • Discuss with SRMs (Segment Release Managers) on impact of releases, exceptions etc.
  • Maintain Master Release Calendar and ensure alignment / adherence to calendar.
  • Continually work towards making improvements in the release process
  • Lead and co-ordinate the Go-Live activities including the execution of the deployment Plans and checklists.
  • Participate in CAB meetings to discuss release scope and/or roadblocks
  • Maintains a release repository and manages key information such as release procedures, reports etc.

Enable Agility

  • Live the principles behind the Agile Manifesto in all interactions and equip the team to do the same.
  • Support teams to build better systems through understanding and exhibiting the Lean-Agile Mindset, SAFe Principles and systems thinking.
  • Enable self-directed work teams and Agile practices that establish an environment conducive to a high level of employee engagement and performance.
  • Foster and enable innovation.
  • Champion diversity of thought.
  • Actively participate in Communities of Practice.
  • Drive transformation where necessary and drive change to create an environment of trust across programs and portfolios where it is safe to challenge, experiment and fail without fear.

Enable User Experience:

  • Work as part of the extended User Experience Team in facilitating the processes, practices and principles necessary to delivering an exceptional customer experience.
  • Work with end-users, customers, stakeholders, Product Managers, and Product Owners to maintain a high-level understanding of the current and upcoming User Experience requirements for the solution/service.
  • Communicate customer needs and expectations to various internal stakeholders; owns the voice of the customer.
  • Use recognized user experience (UX) methods in the creation of well-designed user experiences for the company's solutions/services.
  • Understanding of customer personas, and the customer journeys.
  • Involved in the overall strategy of increasing reach of solutions/services.

Typical Role Definition

Professional Staff. A senior level professional role. Evaluation, originality or ingenuity required. Knows and applies the fundamental concepts, practices, and procedures of a particular field. Has mastered the key responsibilities. Assignments can be broad in nature. May serve as a resource to others to resolve complex problems and issues. Instructions generally provided in general terms. May take on project lead role as required.

Job-Specific Authority and Scope

  • Generally, works without consulting their manager.
  • Independent decisions are made daily.
  • Examples of typical decisions without manager consultation:
    • Work on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors
    • Exercise judgment in selecting methods, techniques and evaluation criteria for obtaining results
    • Internal and external contacts often pertain to company plans and objectives
  • Typically has no direct reports.
  • Typically has no total staff.
  • Typically has a global geographic focus.
  • Typically, does not manage a budget.

Business Travel and Physical Demands

  • Business travel of approximately 10 or less percent yearly is expected for this position.
  • Physical demands: Office environment. No special physical demands required.

Preferred Education

  • Bachelor's Degree or global equivalent in Computer Science, Business Administration or related discipline.

Work Experience

  • Typically, 5 or more years of related experience.
  • At least 2 years hands-on experience in Problem Management process area is a mandate. Good knowledge and work experience on Release Management is an added advantage.

Skills & Competencies

  • Wide-range of experience, use professional and company objectives to resolve complex issues in creative and effective ways.
  • Collaborative skills and the ability to work independently are necessary.
  • Work independently; receive minimal guidance
  • Act as a resource for colleagues with less experience; may direct the work of other staff members
  • Strong competence with various tools, procedures, good understanding of infrastructure, middleware, applications and latest technologies.
  • Excellent analysis and problem-solving skills.
  • Excellent decision-making skills.
  • Excellent negotiating skills.
  • Capable of performing research and propose / implement industry best practices.
  • Excellent Excel and PowerPoint skills.

Specific to Service Management

  • Strong understanding of process (ITIL) and compliance (ISO20000 & SOX) framework disciplines.
  • Strong understanding of an aspect of ITIL Service Management (Problem and Release Management).


  • ITIL Foundation Certification is a mandate. ITIL Intermediate or above certifications will be an added advantage.



Our Mission – we eliminate barriers; the barriers between ideas and outcomes. At CA Technologies your passion and expertise can directly impact the business and you’ll help offer our customers practical approaches to delivering new, innovative services and value through IT. We love the game, and never stop chasing greatness. 

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