SLM Analyst_105322
MyCareernet
Key Skills: Service operations/Service management, SLM, ITIL, People Management, Stakeholder Management
Roles and Responsibilities:
- Manage service level management activities, including SLA, KPI, OLA, and service performance tracking.
- Prepare recurring service reports, dashboards, and management presentations using Excel, Power BI, and PowerPoint.
- Coordinate service review meetings with internal teams, service providers, and business stakeholders.
- Track service issues, performance gaps, action items, and improvement commitments through closure.
- Support IT service operations processes and identify opportunities for process improvement and operational control.
Skills Required:
- Typically 6+ years of IT service management experience, with total relevant experience in the 4 - 9 year range.
- Strong knowledge of ITIL practices and service management terminology; ITIL 4 certification is mandatory.
- Practical experience in service level management and IT service operations within an enterprise environment.
- Ability to analyse service performance data, trends, SLA results, and operational dashboards.
- Proficiency with Microsoft Word, Excel, and PowerPoint, along with experience creating Power BI reports or dashboards.
Good to Have:
- Experience in people management and stakeholder management.
Education: B.E., B.Tech, or B.Tech M.Tech (Dual) degree.