Service Level Manager

Role: Service Level Manager

Location: India - Remote

About Lingaro:

Lingaro Group is the end-to-end data services partner to global brands and enterprises. We lead our clients through their data journey, from strategy through development to operations and adoption, helping them to realize the full value of their data.

Since 2008, Lingaro has been recognized by clients and global research and advisory firms for innovation, technology excellence, and the consistent delivery of highest-quality data services. Our commitment to data excellence has created an environment that attracts the brightest global data talent to our team.

Website:

https://lingarogroup.com/

Tasks:

Client/User Communication

• Serve as the primary contact for end-users, providing end-to-end communication
• Receive and accurately record user requests for tracking purposes.
• Coordinate with other teams and resources as needed to fulfill requests.
• Keep users updated on ticket progress until resolution.

Knowledge Management and Documentation

• Ensure that L1 runbooks and documentation are current and accessible.
• Initiate reviews with other operations sub competency teams to ensure the validity and completeness of documentation.

Incident Management and Fulfillment Request Management

• Resolve tickets within the L1 scope as outlined in the L1 runbook.
• Triage tickets that fall outside the L1 scope, directing them to the appropriate teams and maintaining user updates until resolution.

Change Request Management

• Perform routine and documented changes in accordance with established procedures.

Pipeline Monitoring and Management

• Monitor system performance and pipeline operations, resolving interruptions as per the runbook.
• Alert higher-tier support when necessary.

L1 Internal

• Lead, participate in, and comply with L1 governance and team tasks to maintain operational efficiency within the L1 sub competency

Requirements:

• Excellent English communication skills in both writing and speaking.
• Excellent interpersonal skills and presentation skills.
• Proficiency in SQL, Power BI, Azure Data factory.

Why join us:

• Stable employment. On the market since 2008, 1300+ talents currently on board in 7 global sites.
• 100% remote.
• Flexibility regarding working hours.
• Full-time position
• Comprehensive online onboarding program with a “Buddy” from day 1.
• Cooperation with top-tier engineers and experts.
• Unlimited access to the Udemy learning platform from day 1.
• Certificate training programs. Lingarians earn 500+ technology certificates yearly.
• Upskilling support. Capability development programs, Competency Centers, knowledge sharing sessions, community webinars, 110+ training opportunities yearly.
• Grow as we grow as a company. 76% of our managers are internal promotions.
• A diverse, inclusive, and values-driven community.
• Autonomy to choose the way you work. We trust your ideas.
• Create our community together. Refer your friends to receive bonuses.
• Activities to support your well-being and health.
• Plenty of opportunities to donate to charities and support the environment.

If you are interested in the position, please create an application for us in the link below.

https://system.erecruiter.pl/FormTemplates/RecruitmentForm.aspx?WebID=dc8048ae43f447acb5ed47f87ba44b90