Job Description

Job Summary

Job Summary : Support and execute the Service Level Management process by monitoring SLAs/SLOs, driving service performance improvements, and ensuring commitments to customers and business stakeholders are consistently met

Job Responsibilities : Monitor and manage SLAs, SLOs, OLAs, and underpinning contractsrnTrack service performance and identify breaches, risks, and trendsrnProduce service performance reports and dashboards (weekly/monthly)rnSupport service review meetings with customers and internal teamsrnAnalyze SLA breaches and coordinate corrective and preventive actionsrnWork closely with Incident, Problem, Change, and Operations teams for SLA recoveryrnMaintain service level documentation, targets, and agreementsrnEnsure data accuracy across ITSM tools (ServiceNow or equivalent)rnEscalate chronic SLA risks or systemic issues to L3 SLM / Governance teamsrnSupport audits and compliance reviews related to service performance

Skill Requirement : ITIL 4 Service Level Management (Intermediate level)rnUnderstanding of IT Operations / Service Desk processesrnSLA/SLO reporting and analysisrnITSM tools & reporting (ServiceNow, Power BI, Excel)rnStrong data interpretation skills

Other Requirement : Attention to detail and strong follow‑throughrnStakeholder communication and coordinationrnAnalytical and improvement‑focused mindsetrnClear documentation and reporting skills

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements While Executing Servicenow Functional Consulting Tasks, Ensuring Compliance With Company Policies.
2. Provide Support For Complex Incidents By Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues Within The Servicenow Platform.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts On Best Practices In Itil And Itsm Frameworks.
4. Resolve Complex Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams, Ensuring Seamless Operations And Maintaining A Robust Security Posture.
5. Enhance Customer Experience And Csat By Focusing On First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Servicenow Functional Consulting With A Strong Understanding Of Itil And Itsm Principles.
2. In-Depth Knowledge Of Incident Management, Problem Management, And Service Request Processes Within Servicenow.
3. Excellent Analytical And Troubleshooting Skills, With The Ability To Perform Root Cause Analysis And Implement Effective Solutions.
4. Strong Communication And Interpersonal Skills For Effective Collaboration And Customer Interaction.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable.
2. Servicenow Certified System Administrator Certification Is Optional But Valuable

Job Description : SLA/SLO achievement rate\\r\\nReduction in repeat SLA breaches\\r\\nTimeliness and accuracy of reports\\r\\nEffectiveness of improvement actions\\r\\nCustomer and stakeholder satisfaction