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Job Detail

Analyst- Service Level Agreement Management
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About Company

Our client is looking to hire qualified candidates to fill the position of Analyst- Service Level Agreement Management

Job Responsibilities

·  Collate, analyze and provide input to guide ITO to optimal performance using trending, analysis and benchmarking capabilities

·  Participate in the review of service performance at periodic service review meetings of ITO and IT Business

·        Monitor trends in service levels and highlight concerns to be addressed by the ITO team and suppliers in the Continuous Service Improvement (CSI) plan.

·  Collaborate with the SLA Manager to ensure valid changes in service level

·        Generate and analyze performance reports and ensure the right insight and recommendations on underperforming services levels are brought to the fore.

·      Participate in defining and maintaining quality measures to govern and control improvements in ITO SLA.

·      Analyze, review and provide regular independent reports on service performance and achievement to EMTS upon request

·  Participate in the review of third party underpinning agreements, SLA  and OLA targets and metrics where necessary

· Identify, define, and implements CSIs and Collate feedback (improvement initiatives or issues) across all stakeholder groups accordingly




·   First degree or equivalent in a relevant discipline

·   ITIL Foundation Certification is highly required.

·   Minimum of two (2) years relevant work experience

·   Strong analytical and problem-solving skills

·   Proficient in the use of Microsoft Office Suite as well as a good knowledge about reporting tools especially using Microsoft Excel. Basic knowledge of HP BTO is an advantage.

·   Ability to visualize or decipher patterns in trend and provide insightful feedback to support business decisions.


·        IT Governance

·        IT Demand and Supply Management

·        Customer/Business Relationship Management

·        ITIL Service Transition,  Operation and CSI

·        System Analysis and Design