SLA Engineer (Operations Support)

About the role

Requirements

• Skills & Experience Requirements:
• - Minimum 5 years experience in IT Service Management and SLA Governance
• - Strong knowledge of ITIL Service Level Management processes
• - Experience in KPI development, reporting, and service performance analysis
• - Strong stakeholder management and communication skills
• - Experience in banking / highly regulated environments preferred

Responsibilities

• Key Responsibilities:
• - Own IT SLA management and governance for operational IT services
• - Monitor, measure, and track service performance vs. agreed SLAs/OLAs and KPIs
• - Produce quality weekly/monthly performance reports, executive dashboards, and scorecards
• - Identify service performance risks and coordinate corrective/preventive actions with relevant teams
• - Support service review meetings, operating governance forums, and management reporting
• - Maintain SLA/OLA/KPI documentation and ensure alignment to business objectives
• - Monitor exceptions and proactively engage stakeholders to mitigate risks
• - Analyze degradation trends and coordinate improvement plans with technical teams
• - Ensure accuracy and integrity of performance data collected from ITSM and monitoring platforms
• - Support Continuous Service Improvement (CSI) through service performance analysis

Skills

• ITIL Service Level Management
• SLA Governance
• KPI development
• Service performance analysis
• Stakeholder management
• ITSM
• Monitoring platforms
• Executive dashboards
• Reporting and metrics
• IT governance