Senior Analyst

The ICS India Command Center operates at the heart of Intuits global always-on customer experience ecosystem. Running 24/7 in a follow-the-sun model the Command Center ensures operational continuity across regions products and customer segments. It is responsible for monitoring over 242 Amazon Connect queues while actively managing intraday service levels and balancing workforce supply against demand across multiple business units including the Consumer Group GBSG (Global Business Solutions Group) Mailchimp and various international markets.

This environment is dynamic high-stakes and deeply interconnected. A delay in recognizing a queue anomaly a misinterpretation of service level degradation or an unnoticed pipeline lag can directly impact thousands of customers waiting for support. Because of this the Command Center is not just an operational hub-it is an intelligence hub.

To support this we are building a modern data foundation designed to deliver real-time visibility predictive insight and operational confidence. This includes automated alerting pipelines sourced from the Data Lake live operational dashboards built in Grafana and Qlik and an emerging layer of AI-assisted decision support through ICS Pulse. These systems are not static-they evolve continuously as the business grows new queues are added schemas change and operational complexity increases.

The Senior Analyst WFM Data & Operations Intelligence plays a central role in this transformation. This is not a traditional reporting or dashboarding role. Instead it is a hybrid position that blends deep analytical thinking with an engineering-first mindset. You are expected to understand not just what the data says but how it is generated where it flows how it can fail and how to make it more reliable.

You will own the full lifecycle of operational data intelligence-from raw ingestion to final output consumed by operations managers in real time. This means diagnosing data inconsistencies building resilient pipelines designing meaningful dashboards and creating automated systems that reduce manual effort while increasing trust in data.

The ideal candidate is someone who can seamlessly switch between investigative SQL queries and production-ready Python scripts. You should be comfortable digging into anomalies at the queue level while also thinking about how to prevent similar issues through automation or better system design. You will sit at the intersection of data engineering analytics and operations acting as a force multiplier for the Command Center by making its intelligence layer stronger faster and more dependable with each iteration.