SLM Analyst

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.