Key Responsibilities

KPI Development and Implementation:

• Develop and implement KPIs that reflect the performance and goals of a 50-member IT team, emphasizing rapid issue resolution and website uptime.
• Set specific KPIs to monitor the speed and efficiency of bug fixes and updates.
• Ensure all KPIs are actionable, relevant, and aligned with business goals.

Performance Monitoring and Reporting:

• Continuously monitor IT team performance, focusing on responsiveness to website issues and updates.
• Analyze metrics related to website functionality, uptime, and bug resolution times.
• Deliver real-time insights through comprehensive dashboards and reports.

Website Support and Optimization:

• Collaborate with the web development and support teams to prioritize critical updates and fixes.
• Implement strategies to enhance team efficiency in responding to website performance issues.
• Regularly review and update KPIs to ensure they remain focused on the business-critical areas of website performance.

Team Collaboration and Responsiveness:

• Coordinate with team leads to ensure alignment of KPIs with their areas of responsibility, particularly for web-related functions.
• Foster a culture of urgency and accountability in addressing website updates and bugs.
• Serve as a central contact point for tracking and reporting on website issue resolution.

Training and Development:

• Train team members on the importance of KPIs in managing website performance.
• Guide team leads in setting and achieving targets that enhance responsiveness and service quality.

Qualifications

Education:

• Bachelor’s degree in Computer Science, Information Technology, Business Analytics, or a related field.
• A master’s degree or additional certifications in ITIL, Agile, or related frameworks is a strong advantage.

Experience:

• Minimum 7 years of experience in KPI management, IT operations, and performance optimization.
• Proven experience in managing KPIs focused on website functionality, uptime, and rapid issue resolution.
• Hands-on experience with IT service management and monitoring tools (e.g., ITIL, ServiceNow, or equivalent).

Skills and Knowledge:

• Advanced proficiency in data visualization and monitoring tools such as Power BI, Tableau, or equivalent.
• Strong understanding of website architecture, uptime metrics, and performance monitoring.
• Exceptional problem-solving skills and an ability to drive urgent solutions.
• Excellent communication and leadership skills to manage and motivate a diverse team.