Mode: Hybrid
Experience Required: 2 to 5 Years
Working Time: General Shift
Notice Period: Maximum upto 30 Days
Job Description:
• Understand IT contracts and set up service level metrics in the Managed Service platform.
• Drive SLA Operations focused on contractual agreements and as per agreed SLA/OLA.
• Create business rules to enable automation of service level validation. Assess service level data to provide key insights.
• Perform gap analysis, verify root cause analyses (RCAs), and follow the disputes resolution process.
• Provide recommendations to improve supplier service by introducing business-relevant service levels.
• Write user stories to customize the service level workflow based on client requirements.
• Continually improve the reporting and ratification process.
Required Skills and Experience:
• To be successful in this position, you will have:
• Postgraduate/Graduate degree in Commerce or Science.
• 25 years of experience in service level management and reporting.
• Certification in PMP and ITIL or Prince2.
• Strong interpersonal skills with the ability to build and manage business relationships.
• Strong project management and organizational skills.
• Excellent written and verbal communication skills with meticulous attention to detail.
• Awareness of industry capabilities, customer trends, and the economic environment.
• Excellent time management and organizational skills.
• Ability to prioritize tasks based on urgency and importance.
• Ability to work autonomously as well as in a team-based environment.
• Willingness to learn with initiative and take on new responsibilities.
• Proficient knowledge of Microsoft products (Word, Excel, PowerPoint, and Outlook)
• Experience in ticket handling (Incident, Problem, Request & Change, service levels review, reporting metrics, etc.)
• Good understanding of incidents and service requests throughout the lifecycle.
• Reporting experience, including creating SLA reports, designing dashboards, and analyzing data.
• Knowledge of service desk ITSM tools (ServiceNow, Remedy Ops Manage, JIRA, CA Service Desk, etc.).
