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