SLM and MIS reporting

2 weeks ago

Greater Noida, Uttar Pradesh, India Kyndryl Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Required Skills and Experience

  • Having 5+ Years of experience in Service Level Management (SLM)
  • 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.

Experience required in below Tools and Technologies:

  • ITIL Processes, ServiceNow, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

Preferred candidate profile

Bachelors degree in Computer Science, Cybersecurity, Information Technology, or other related fields

•Experience with workload, server, network architectures and associated security controls

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