Job Summary : Process & Operations Analyst — SLA / Reporting / Data
Job Description : Process & Operations Analyst — SLA / Reporting / Data
Job Responsibilities : Produce, validate, and publish Performance Indicator (PI) calculations monthly (CSL, KPI, XLA) (Annex 3 §3.4) Maintain and continuously improve SLM calculation methodology (Attachment 3-C) — to be delivered to Solvay within 3 months of signature Automate SLA indicator production from BMC Helix data (Annex 2 §3.10) Monthly trend analysis and reporting on tickets (distribution, status, processing times) (Annex 2 §3.1.2) Daily raw indicator calculation and publishing (Annex 3 §7.3.3) Service Credits calculation and presentation to Steering Committee (Annex 3 §9) Process documentation: maintain operating procedures, templates, and process flows Data quality assurance for CMDB and SLA data inputs from BMC Helix
Skill Requirement : Produce, validate, and publish Performance Indicator (PI) calculations monthly (CSL, KPI, XLA) (Annex 3 §3.4) Maintain and continuously improve SLM calculation methodology (Attachment 3-C) — to be delivered to Solvay within 3 months of signature Automate SLA indicator production from BMC Helix data (Annex 2 §3.10) Monthly trend analysis and reporting on tickets (distribution, status, processing times) (Annex 2 §3.1.2) Daily raw indicator calculation and publishing (Annex 3 §7.3.3) Service Credits calculation and presentation to Steering Committee (Annex 3 §9) Process documentation: maintain operating procedures, templates, and process flows Data quality assurance for CMDB and SLA data inputs from BMC Helix
Other Requirement : Process & Operations Analyst — SLA / Reporting / Data
HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
