Service Level Engineer (Start ASAP)

QUALIFICATIONS

Education:  

• Bachelor’s Degree in Engineering or any IT-related course

Relevant Experience:

• Min 1-3 years of Service Management experience

Other Qualifications:

• Proficient in Microsoft Office
• Good written and communication skills
• Technically savvy (pref. with Telco knowledge)
• Organizational skill is a plus
• Demonstrate management and decision-making skills concerning information system policies, processes, and procedures

AREAS OF RESPONSIBILITY

• Creates and distributes performance reports and supplies service-related input to the performance reports as required.
• Leads in defining, managing, measuring, and meeting customers’ expectations. Makes sure it meets the agreed-upon service levels, measuring service performance and recommending actions necessary to respond to problems or improve service.
• Maintains ownership, management, and communication of the department’s Service Catalogue and prevailing Service Level Agreements.
• Handles requests for services that are beyond the scope of the department, including management escalations.
• Reviews and recommends changes in service management of the Group/Division’s platforms based on minimizing risk and optimizing service availability.
• Conducts the regular service level review process which includes the following:

1. Gathering data and preparing reports on service levels
2. Reviewing outstanding actions from previous reviews
3. Reviewing current performance and comparing SLAs and targets
4. Reviewing underpinning agreements and OLAs as necessary
5. Agreeing on appropriate actions to maintain/improve service levels and UCs
6. Periodically analyzing and reviewing service performance against SLAs, OLAs

• Ensures high participation of IT teams/support groups and compliance in the incident management process
• Monitors high and critical issues to ensure timely completion based on agreed SLA
• Protects customer experience by coordinating the problems on network/system/service support groups
• Observe levels of escalation to ensure prompt resolution of network/system/service downtime
• Identifies problems affecting service levels and coordinates resolution of the identified problems.