Senior Support Operations Analyst ( Power BI / Microsoft Fabric)

country: IN all locations: [Hyderabad India] commitment: department: Global Customer Success location: Hyderabad India team: Global Customer Success Job Responsibilities: Metrics & Reporting • Define, refine, and operationalize a set of support metrics that reflect both operational health and customer impact (not just volume and SLA) • Build and maintain dashboards across the Microsoft Fabric ecosystem to provide visibility into: o Support demand and trends o Backlog health and case lifecycle o Escalations and recurring issue patterns • Evaluate the effectiveness of AI-enabled support capabilities, identifying where outputs are inaccurate, misleading, or fail to support complex support scenarios. Insights & Analysis • Analyze support data to identify systemic product issues, friction points, and emerging risks • Translate complex support activity into clear narratives and recommendations for Product and Engineering • Partner with Customer Success (Gainsight) to ensure support data contributes meaningfully to: o Health scores o CSAT analysis o Customer risk identification  Data Quality & Structure • Partner with Support Ops and System Admin to improve: o Case taxonomy o Categorization accuracy o Data completeness and usability • Identify gaps in data capture and propose pragmatic improvements Cross-Functional Enablement • Act as a key partner to Support, Product, and CS teams in understanding support trends • Support regular business reviews (weekly/monthly) with clear, insight-driven reporting • Help establish feedback loops between support insights and product improvements AI & Emerging Capabilities • Evaluate outputs from AI-enabled tools (e.g., Forethought, Agentforce) to: o Assess accuracy and usefulness o Identify opportunities to improve knowledge capture and insights • Partner with Ops and Systems to ensure AI-generated data is measurable and trustworthy Job Qualification: • 5–7 years of experience in Support Operations, Business Analytics, or similar roles in a B2B environment • Strong experience with BI tools within the Microsoft Fabric ecosystem (Power BI, etc.) • Experience working with Salesforce Service Cloud data models • Demonstrated ability to work with ambiguous or incomplete datasets • Experience partnering with Product, Engineering, or Customer Success teams • Familiarity with Gainsight or similar CS platforms preferred • Exposure to AI-enabled support tools (e.g., Forethought, Agentforce) is a strong plus • Strong analytical and storytelling skills—ability to turn data into decisions  What Success Looks Like • Clear, trusted visibility into support trends and performance • Support data is actively used to inform product and customer decisions • Improved alignment between Support, Product, and Customer Success  • Meaningful metrics that reflect real customer experience, not just operational proxies • High confidence in data quality and reporting consistency • Clear Metrics for measuring AI effectiveness, and drive for improving those outcomes.