Service Level Analyst

Role : Service Level Analyst

Experience : 8-12 years

Notice Period : 15 days or less

Location : All LTIM locations

JD :

• Negotiate and manage Service Level Agreements (SLAs) and facilitate teams to meet targets
• Ensuring that all SLAs, Operational Level Agreements (OLAs) and Underpinning Contracts (UC) are appropriate for the agreed service level targets
• Provide monthly SLA performance reports (Critical Service Levels, Key Measurements and Critical Deliverables)
• Provide input for SLA changes and modifications, participate in negotiating changes to service levels
• Develop and coordinate SLA’s with internal and external customers
• Collect subjective customer satisfaction feedback to determine if SLAs accurately measure service
• Authorize additions, revisions or retirement of services in the service catalog
• Identify opportunities for continuous improvement by interacting with various teams and recommend improvements for service level management