SaaS Operations Analyst ( Portfolio Company)

Company Description

IGT 1 Outsourcing Lanka (Private) Limited, hereafter referred to as ‘IGT 1 Lanka’, is a Port City registered offshore company owned by three of the largest private equity companies, and a sister company of the largest Sri Lanka technology company, IFS.

We are committed to reinventing company success via offshore growth, expansion, diversity, and an unwavering pursuit of quality. As a leading provider of technology and employee offshore services, we help organizations all over the world navigate the complexities of the modern business environment. Our goal is to provide our customers with an operation that maximize operations, spur growth, allows them to develop and deliver world-class SaaS platforms, and create long-term value.

At IGT1 Lanka we believe that our people are the key to our collective success. We have developed a workplace culture that promotes diversity, teamwork, and ongoing education. We are presently a team of 300+ employees with a plan to double this capacity in the next 12 months.

As such, we are always on the lookout for talented individuals who share our passion for innovation and excellence. Joining IGT1 Lanka means becoming part of a forward-thinking organization that is shaping the future of business within the vibrant new Port City. Together, we can drive change, push boundaries, and build a smarter, more connected world through our offshore operation.

Job Description

About Sitecore

Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers. Learn more at Sitecore.com.

Sitecore’s foundation is our diverse group of passionate, smart, innovative, and collaborative individuals located across four continents and over 25 countries. Having a wide range of perspectives, experiences, and skills is what makes us the company we are today.

About SaaS Operations

The SaaS Operations team is a global team located in Malaysia, Sri Lanka and Greece. We provide infrastructure services to global Sitecore customers and perform internal infrastructure optimizations projects to deliver a better customer service and reduce cost. The team also provides 24/7 monitoring of customer platforms and plays a vital role in troubleshooting when things go wrong. These processes are executed in alignment with ITIL4 best practices.

About the Role/ The Opportunity:

The Operations Analyst is part of the SaaS Operations management team and reports to the Senior Director of SaaS Operations. The role is key to support the operational teams in their continuous efforts to deliver customer central and cost-effective operations. Main responsibilities of the role are: (1) maintain and refine KPI and business reporting to facilitate business decisions, (2) run functional analysis and create requirements documents to improve operational processes and (3) create and track project plannings for both internal improvement and customer infrastructure change projects.

You will collaborate with global Delivery Managers and other colleagues from the SAAS operations team, as well as with colleagues from product and platform engineering.

You will work on EMEA business hours. However, as a member of the team providing Sitecore’s global 24/7 coverage, your work hours and schedule may vary according to the company’s needs and in compliance with local legal requirements, and you may be required to work hours or shifts outside your regular schedule. You will be paid any overtime or additional compensation or offered time off in lieu, to which you may be entitled based on your work hours, in accordance with applicable law and company policy.

What You’ll Do:

• Develop and maintain key performance metrics and dashboards in Power BI and ServiceNow, ensuring real-time visibility into operational performance.
• Analyze both internal and customer impacting operational processes and create detailed requirements documentation to enhance their efficiency and customer-centricity.
• Create and maintain customer facing knowledgebase articles explaining to customers what to expect from operational processes.
• Document and analyze critical data flows relevant to SaaS Operations, ensuring a clear understanding of data dependencies and impact.
• Plan, track, and manage program and project timelines, balancing the scope of changes with available execution capacity.
• Coordinate with regional Delivery Managers and the Automation Manager to ensure seamless execution of project plans.
• Actively facilitate the execution of changes, working alongside engineering teams and the Engineering Project Management Office to address bottlenecks and unblock progress.
• Provide regular updates on change progress to internal project stakeholders, ensuring alignment and transparency throughout the process.

Qualifications

• Minimum 1, preferably more years of hands-on experience with designing and setting up Power BI dashboards.
• At least 2 years of experience in functional analysis, including writing comprehensive requirements documentation.
• Bachelor’s degree in the related field
• Practical experience in data integration projects.
• Strong analytical mindset with a passion for working with data and creating impactful visualizations.
• Strong independent problem-solving and troubleshooting skills, with the ability to think creatively and outside the box.
• Proven experience (minimum 1 year) with ITIL methodology and related tools; ITIL certification is a strong advantage.
• Track record in both waterfall and agile project delivery, with a deep understanding of the relationship between scope, capacity, and timelines. Ability to manage the critical path to project completion.
• Adequate technical knowledge of Azure and/or AWS cloud technologies, containerization, microservices, and infrastructure automation frameworks (e.g., Rundeck, PowerShell, Python) to assess their potential impact on project progress.
• Capable of handling the pressures of a customer-driven operational infrastructure team with sensitivity and professionalism.
• Experience managing internal stakeholders within a global IT corporation, navigating complex organizational structures.
• Collaborative team player who thrives in a dynamic, cross-functional environment.
• Exceptional attention to detail, ensuring accuracy in all tasks and deliverables.
• Excellent communication skills, both written and spoken, with a high proficiency in English

Additional Information

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.