About This Project
As a Performance Assurance Data Analyst at Thames Water, I led the design and delivery of an Operational Metrics Analytics Platform—an end-to-end reporting solution that transforms raw network and service logs into role-based insights. This in-house tool empowered stakeholders at every level to monitor critical SLAs around supply uptime, leak response, and customer service, spot degradations the moment they occurred, and take corrective action within hours rather than days.
My Role & Responsibilities
Solution Architect: Defined the overall platform architecture, choosing a scalable data warehouse and BI front-end that integrated with Thames Water’s Active Directory for single-sign-on.
ETL Development: Wrote Python scripts and SQL routines to ingest, clean, enrich, and load data from SCADA streams, GIS exports, and third-party APIs on a nightly schedule.
Dashboard & Access Control: Built interactive Power BI dashboards with drag-and-drop widgets, configuring row-level security so that executives, regional managers, and field technicians each see only the KPIs that matter to them.
Alerting & Escalation Engine: Defined KPI thresholds (“green/yellow/red” zones) for metrics like pressure drop and call-wait time, then implemented automated email and in-app notifications with tiered escalation—escalating to the next level if alerts remained unacknowledged for more than two hours.
Process Improvement Analytics: Developed before-and-after comparison dashboards and what-if simulation tools, enabling the team to model the impact of SLA changes (e.g., reducing leak-response from four hours to two hours) and quantify ROI.