SLA Specialist – IT Service Level Management is accountable to the for the management of performance against the contracted and agreed service levels.
The position:
Ensure delivery & SLA adherence from Huawei managed services team for IT operations
Ensures that the current and future service level requirements (of customers are identified, understood and documented in SLA and SLR documents.
Ensures that service reports are produced for each service and that breaches of SLA targets are highlighted, investigated and agreed actions progressed.
Leads the service level management process and drives its efficiency and effect Ensures that the current and future service level requirements of customers are identified, understood and documented in SLA and SLR documents.
Is accountable to obtain the information that correctly drives a true understanding of the Service Level performance of the Suppliers.
Measures and reports on process performance, the effect of process improvements and fine tunes as required.
Ensures service scope, SLAs, OLAs and other agreements are reviewed on a regular basis
Ensures that the Process is properly integrated with other relevant ITSM processes
Participate in cross functional meetings with key stakeholders involved in the development and deployment of services in order to define best solutions for existing , as well as new products and services.
Conduct analysis of performance reports and patterns to evaluate real time capacity and propose capacity enhancements , as & when required
Should be able to analyse reports & summarise conclusions in pro-active manner
Requirements:
* Candidates should have a minimum of 5+ years experience in telecommunications
* Master degree is preferred
* Good business relationship with telecom industry consultant, analyst institute.
* Proactive , team player & keen to learn
* Strong Ability to analyse and diagnose performance issues from Reports
Forward the resumes
to the below people;
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