Performance-Management-Analyst – Contract (Bangalore)

Mode: Hybrid
Experience Required: 2 to 5 Years
Working Time: General Shift
Notice Period: Maximum upto 30 Days

Job Description:

Responsibilities:

As part of the Service Level Agreement (SLA) management, you will start by understanding IT contracts and setting up service level metrics in the Managed Service platform to ensure that service delivery aligns with the contractual agreements outlined in SLAs and OLAs. You will be responsible for driving SLA operations, ensuring services are delivered in compliance with agreed SLAs, and creating business rules to automate service level validation.

A key task will be to assess service level data, providing key insights to help improve service performance. You'll perform gap analysis to identify discrepancies, conduct root cause analyses (RCAs), and follow the dispute resolution process to address SLA non-compliance issues. By analyzing these areas, you will provide recommendations to improve supplier performance, including introducing more business-relevant service levels.

You will work closely with business stakeholders to write user stories that customize service level workflows based on client requirements. This customization will ensure the workflows align with client needs and optimize service delivery. Additionally, you will focus on continually improving the reporting and ratification process, ensuring that service level reports are accurate, timely, and actionable for stakeholders.

In this role, your work will directly contribute to the optimization of service delivery, making sure that the organization consistently meets performance expectations and resolves any service issues promptly. Through continuous improvement, you'll enhance service management processes and contribute to maintaining a high level of client satisfaction.

Required Skills and Experience:

Educational Background: A Postgraduate/Graduate degree in Commerce or Science, providing a solid foundation in business processes and analytical thinking.

Experience: A minimum of 25 years of experience in service level management and reporting, demonstrating extensive expertise in managing and optimizing service levels, as well as handling performance metrics.

Certifications: Professional certifications like PMP, ITIL, or Prince2 are essential, ensuring the candidate has a strong understanding of project management, IT service management frameworks, and industry best practices.

Interpersonal Skills: Strong interpersonal skills are required to build and manage business relationships, facilitating collaboration between teams, stakeholders, and suppliers.

Project Management & Organizational Skills: The candidate should have strong project management capabilities and be able to organize and oversee multiple tasks efficiently, meeting deadlines and ensuring service delivery standards are upheld.

Communication Skills: Excellent written and verbal communication skills with meticulous attention to detail will be essential, particularly when reporting and documenting service level metrics, SLA reports, and client communications.

Industry Awareness: Awareness of industry capabilities, customer trends, and the economic environment is necessary to remain agile in an evolving market and understand the external factors affecting service delivery.

Time Management & Task Prioritization: The candidate should have excellent time management skills, enabling them to prioritize tasks based on urgency and importance, ensuring high-priority issues are addressed promptly.

Autonomy & Teamwork: An ability to work autonomously as well as collaborate in a team-based environment is important to balance independent decision-making and teamwork dynamics effectively.

Willingness to Learn: A proactive willingness to learn and take on new responsibilities will be key to adapting to evolving business needs and technology advancements.

Proficiency in Microsoft Products: The candidate must be proficient in Microsoft products, including Word, Excel, PowerPoint, and Outlook, for effective communication, analysis, and reporting.

Experience in Ticket Handling: Experience in ticket handling, including Incident, Problem, Request & Change, service level reviews, and reporting metrics, is crucial for managing and tracking service issues and ensuring service levels are maintained.

Incident and Service Request Understanding: A strong understanding of incidents and service requests throughout the lifecycle is necessary to effectively manage ITSM processes and ensure smooth service operations.

Reporting and Data Analysis: The candidate should have reporting experience, including creating SLA reports, designing dashboards, and analyzing service level data to provide actionable insights and track performance against SLAs.

Familiarity with ITSM Tools: Knowledge of service desk ITSM tools like ServiceNow, Remedy Ops Manage, JIRA, or CA Service Desk is essential for handling service requests, incidents, and managing the overall service management process.