SLA Management Lead Telecom Network Services

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Job Overview

SLA Reporting Lead

Key Responsibilities

• Prepare and deliver

  monthly SLA reports

  in line with Customer/Contract requirements.

• Manually scrub ETMS / trouble tickets

  , differentiating between Customer vs Client responsibility.
• Proactively liaise with NOC engineers to resolve and track major issues.
• Analyze network performance data,

  LAN/WAN misses

  , ticket details, and Change/Problem Management inputs.
• Calculate

  credit eligibility

  in cases of service failures due to Verizon Network issues.
• Provide

  customized performance reports

  and device management lists as required.
• Update and maintain reporting systems/tools as per defined processes.

• Data entry, validation, verification, and analysis

  using Customer and Client systems.
• Utilize reporting templates/macros to streamline SLA reporting activities.
• Collaborate with

  Client Service Program Managers

  for required inputs.
• Audit reports for accuracy, escalate discrepancies, and ensure compliance.
• Maintain documentation, filing, and archiving of SLA-related records.
• Prepare customer-facing correspondence and reports adhering to formatting/quality standards.
• Train and guide junior team members on reporting processes.
• Participate in

  process improvement initiatives, audits, and special projects

  .
• Act as a

  subject matter expert (SME)

  for SLA reporting and data analysis.

Skills & Qualifications

• Graduate in any 4-year degree course.
• 5+ years of experience in SLA Reporting, Network Performance Reporting, or Telecom Operations.
• Strong knowledge of Telecom domain, SLA metrics, NOC operations, and Network Services.
• Proficiency in Microsoft Office Suite (Excel macros/pivot tables, PowerPoint, Word).
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills in English.
• Ability to work independently with minimal supervision and manage customer-facing interactions.
• Fast learner with high attention to detail and quality.