Digital TechOps Analyst

Job description

JOB DESCRIPTION Senior Executive - KPI Monitoring & Module Support | E04 | App Platform / Web Platform Role TitleSenior Executive - KPI Monitoring & Module SupportEmployee Interviewed[TO BE FILLED: Employee interviewed / jobholder]Reports ToSenior Manager / Product Owner - Digital PlatformsCompanyBajaj Finance LimitedFunction / DepartmentDigital PlatformsWritten ByDigital Platforms / HR Business PartnerApproved By (Jobholder)[TO BE FILLED]Approved By (Immediate Superior)[TO BE FILLED]Date (written on)[TO BE FILLED: Date written on] JOB PURPOSE To own KPI tracking, measurement readiness, defect follow-up and stakeholder coordination for assigned Bajaj App and Website modules. The role strengthens the POD operating model by translating module objectives into measurable dashboards, validating tracking requirements for Build initiatives and running a disciplined production monitoring cadence for customer experience, digital funnel and platform stability metrics. ORGANISATIONAL CHART POD Leader / Cluster LeadSenior Manager / Product Owner - Digital PlatformsSenior Executive - KPI Monitoring & Module Support (E04)Module Support Owner | May guide junior analysts / vendor resourcesEngineering / Analytics / TechOps partners PRINCIPAL ACCOUNTABILITIES Minimum Required Accountabilities for this Role • Own KPI tracker and dashboard governance for assigned module across App and Website. • Partner with Product Manager and Technology teams to validate event requirements, tracking plans, dashboard readiness and release acceptance criteria. • Monitor funnel performance, CTR, conversion, task success, feature adoption, bounce rate, frustration score, crash-free sessions and performance metrics. • Coordinate defect closure, KPI breakage investigation and production issue follow-up with Engineering, QA, Martech and TechOps. • Prepare weekly module performance summaries with insights, risks, dependency status and action owners. Additional Accountabilities Pertaining to the Role • Identify recurring gaps in instrumentation, dashboards, releases or monitoring and recommend process improvements. • Support sprint planning by highlighting KPI dependencies, reporting readiness and ageing blockers. • Contribute to customer-experience improvement ideas using behavioral analytics and platform performance data. KRA & WEIGHTAGE KRA AreaWeightagePrimary MeasuresOutcome ExpectationKPI Tracking & Business Insights25%CTR, conversion rate, feature adoption, funnel completion, reporting accuracyMaintain clear KPI visibility and identify drivers of performance movement.Production Run & Defect Governance20%Incident count, MTTR support, defect closure, defect leakage, API latencyImprove defect closure discipline and reduce repeat KPI breakages.Build Readiness & Sprint Support15%Requirement readiness, user story acceptance criteria, release success rateEnsure all KPI requirements are testable and release-ready.Customer Experience Analytics15%Bounce rate, frustration score, rage clicks, task success, customer effort scoreSurface journey friction and support CX improvement actions.Stakeholder & POD Governance15%Dependency closure, escalation TAT, decision documentationMaintain cadence, action logs and accountable stakeholder follow-up.Compliance & Control10%UAT evidence, SOP adherence, audit observationsEnsure measurement and release documentation are audit-ready. MAJOR CHALLENGES • Balancing sprint delivery support with daily run monitoring requires disciplined prioritization. • KPI ownership depends on accurate instrumentation across multiple channels and tools. • Stakeholder alignment is critical because defects and latency issues may sit across Product, Martech, IT and Engineering teams. DECISIONS • Approve module-level KPI readiness checklist for Product review. • Recommend escalation of ageing defects, repeated KPI breakages and customer-impacting performance deviations. • Prioritize reporting fixes and analysis requests based on business impact and journey criticality. INTERACTIONS Internal Clients • Product Managers, Performance Managers and POD members for requirement clarification, KPI definition, sprint tracking and release governance. • IT, Engineering, TechOps, QA and DevOps teams for instrumentation, uptime, API latency, release health, incident investigation and defect closure. • Design/DCX, Martech, SEO, PMG and Senior Leadership for customer experience review, reporting cadence, platform performance and action planning. External Clients • Technology and analytics vendors, where applicable, for tool enablement, issue troubleshooting, dashboard support and platform capability improvements. • External partners or agencies linked to analytics, content, campaign or journey measurement, subject to approved business process. DIMENSIONS Financial Dimensions • Direct financial ownership: Supports module targets by ensuring KPI visibility, funnel tracking and performance issue escalation. SKILLS AND KNOWLEDGE Educational Qualifications • Engineer as base qualification: BE/B.Tech in Computer Science, IT, Electronics or related discipline preferred. • Coding exposure is required; working knowledge of SQL, Python, JavaScript tagging concepts or shell scripting is preferred. • Certification or hands-on training in digital analytics, observability, product analytics, cloud monitoring or agile delivery is an added advantage. Work Experience • Experience Range: 3-6 years • Experience in digital analytics, product operations, TechOps, app/web performance monitoring, UAT governance or business reporting. • Hands-on exposure to GA4, Firebase, CleverTap, Power BI, New Relic, Datadog, JIRA or Azure DevOps. • Ability to convert data into actionable insights and coordinate closure across Product, Tech, Design and Martech teams. Tools / Platforms • Azure DevOps, JIRA, GA4, CleverTap, Contentsquare, New Relic, Firebase, Power BI, Datadog, Figma, Zeplin