• Monitor SLAs: Track and monitor service level agreements to ensure compliance with established standards and timelines.
• Identify Discrepancies: Proactively identify any discrepancies or potential breaches of SLAs and investigate the root causes.
• Analyze Data: Utilize analytical tools and techniques to analyze SLA data, trends, and performance metrics.
• Reporting: Prepare and present regular reports on SLA performance, including any breaches or variances, to management and stakeholders.
• Escalation Management: Coordinate with relevant teams to address SLA breaches or discrepancies, including initiating escalation procedures when necessary.
• Process Improvement: Identify opportunities for process improvement to enhance SLA performance and efficiency.
• Documentation: Maintain accurate records and documentation related to SLAs, including agreements, amendments, and performance reports.
• Stakeholder Communication: Communicate effectively with internal teams, clients, and vendors regarding SLA performance, issues, and resolutions.

Bachelor's degree in business administration, Engineering, or a related field.

Proven experience in SLA management, reconciliation, or a similar role.

Strong analytical skills with the ability to interpret data and identify trends.

Excellent communication and interpersonal skills.

Detail-oriented with a focus on accuracy and quality.

Ability to work independently and collaborate effectively within a team.

Proficiency in MS Office applications, especially Excel and PowerPoint.