Service Level Manager L2

Wipro

5 - 8 years

7 - 11 Lacs

coimbatore

Posted:3 hours ago| Platform:

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Skills Required

digital transformation service management service delivery design it itil it operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary

Service Level Manager L2

Key Responsibilities

Monitor, track, and report service performance against agreed SLAs, OLAs, and KPIs.
Review incident, problem, and change records to ensure adherence to service management standards.
Manage L2 escalations and coordinate with technical and operations teams for timely resolution.
Conduct service reviews with internal stakeholders and external clients.
Analyze service trends, identify gaps, and recommend improvements or corrective actions.
Support creation and maintenance of SLA documents, service catalogs, and process documentation.
Assist in developing service improvement plans (SIPs) and follow up on action items.
Collaborate with Service Delivery, IT Operations, and Support teams to ensure service continuity.

Mandatory Skills: ITIL Cross Functional Service Management .

Experience: 5-8 Years .

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