Job description 

Position Summary:

We are currently seeking Performance / Service Level Management Analyst responsible for gathering service requirements, as well as monitoring, validating, and reporting with regards to Service Levels Agreement and makes sure that all Outsourced Vendor management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets. This is an excellent opportunity for a self-motivated and professional individual to work within a varied and challenging role, with a leading global technology research and advisory organization.  The role provides potential career growth and opportunities. 

Job Description:

• Understand IT,BPO  Outsourced contracts and setup Service level metrics in Managed Service platform.
• Driving SLA Operations focused with Contractual agreement, as per agreed KPI/ SLA / OLA.
• Analyze Service Level data to provide key insights.
• Perform Gap analysis, verify Exception & RCAs and follow disputes resolution process.
• Provide recommendation to improve Supplier service performance by introducing business relevant Service levels.
• Write User stories to customize the Service level workflow on ISG tool based on client requirements.
• Implement Continual improvement of the reporting & approval process.
• Evaluate and measure gaps between supplier monthly performance report and ISG validation against performance raw data with business rules.  Be able to explain your findings to both the client and Suppliers. 
• Establish and execute monthly validation of performance management including review of raw data to support calculations and publishing MBR reports/QBR Reports
• Deliver efficient and accurate performance results from available measurement tools 

Required skills and Experience:

To be successful in this position you will have:

• Post Graduate / Graduate in any degree .
• 2 – 5 years’ experience in Service level management and MIS reporting.
• Strong skill in read and analyze raw data, data cleansing, data mining, data mapping, data visualization.  
• Strong interpersonal skills with the ability to build and manage business relationships.
• Strong project management and organizational skills.
• Strong written and verbal communication skills and a meticulous attention to detail.
• Industry competitive capabilities, customer trends, and economic environment.
• Excellent time management.
• Ability to prioritize tasks based on urgency as well as importance.
• Ability to work both autonomously and in a team-based environment.
• The willingness to learn with initiative and take on new responsibilities.
• Proficient knowledge of Microsoft products – Word, Excel, Power Point and Outlook.

Preferred Skills: 

• Candidates who have been part of Ticket handling, (Incident, Problem, Request & Change, Service Levels review, reporting metric, etc.)
• Good understanding of Incidents and Service Requests throughout the lifecycle.
• Reporting Experience - Creating SLA reports & (Designing dashboards, Analyzing data and drill down details etc.)
• Certified in ITIL.
• Knowledge on ServiceNow or any ticketing tools and reporting.
• Preferred experience in understanding IT contracts, particularly performance metrics (i.e., Service Level Agreement, etc.)