SLM and MIS Reporting Professional

2 weeks ago

Delhi, India Outworx Solutions Full time

Service Level Management (SLM) Job Description

Core Responsibilities

  • Define and manage service level objectives (SLOs) and ensure alignment with CUSTOMER expectations.
  • Monitor and evaluate service performance against agreed SLAs on a monthly basis.
  • Identify and report service level defaults when performance metrics fall below expected thresholds.
  • Administer service level credits (liquidated damages) for SLA breaches, calculated based on the percentage of calls outside acceptable service levels.
  • Facilitate earn-back mechanisms when performance exceeds SLA targets, subject to CUSTOMER discretion.
  • Ensure SLA compliance across all in-scope services including incident, change, and problem management.
  • Reconcile service level credits and earn-backs monthly.
  • Collaborate with CUSTOMER VP Technology (Operations) for final sign-off on SLA adherence.
  • Maintain transparency and accountability through detailed SLA reporting and governance.
  • Ensure exceptions are documented and validated (e. g., disaster recovery, third-party delays).
  • Periodically audit SLA processes and metrics to ensure compliance and continuous improvement

MIS Reporting Job Description

Core Responsibilities

  • Own the creation, validation, and analysis of reports and dashboards across all ITSM processes.
  • Maintain a repository and regular backups of data sets and published reports.
  • Automate report generation and scheduling in collaboration with the Tools team.
  • Identify and resolve discrepancies in reporting data and formulas.
  • Develop and maintain a ready reckoner with definitions, formulas, frequency, logic, and stakeholders for training purposes.
  • Enable insights automation and align reporting practices with industry best standards.
  • Publish reports at defined frequencies (daily, weekly, monthly) and support ad-hoc reporting needs.

Report Types

Daily Reports:

  • Call logged, closed, pending, reopened, and TSAT data.
  • Antivirus dashboard.
  • Pending ticket report.
  • Partner dependency pending ticket report.
  • Compliance consolidated report.
  • Asset demand and issuance report.

Weekly Reports:

  • SLA compliance report.
  • FCR and KMDB report.
  • Backup and encryption compliance report.
  • Analysis of top end-user incident drivers and root causes.

Monthly Reports:

  • Operations dashboard covering SLA compliance, service improvement plans, escalations, and compliance posture.
  • Summarized asset view
  • Tools and Technologies : ITIL Processes, ServiceNow, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

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