SLM and MIS reporting

Kyndryl

4 - 6 years

3 - 5 Lacs

noida greater noida

Posted:2 days ago| Platform:

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Skills Required

mis reporting service level management itil processes servicenow slo sla sla management service level agreement sla compliance sla reporting

Work Mode

Work from Office

Job Type

Full Time

Job Description

Required Skills and Experience

Having 5+ Years of experience in Service Level Management (SLM)
Define and manage service level objectives (SLOs) and ensure alignment with CUSTOMER expectations.
Monitor and evaluate service performance against agreed SLAs on a monthly basis.
Identify and report service level defaults when performance metrics fall below expected thresholds.
Administer service level credits (liquidated damages) for SLA breaches, calculated based on the percentage of calls outside acceptable service levels.
Facilitate earn-back mechanisms when performance exceeds SLA targets, subject to CUSTOMER discretion.
Ensure SLA compliance across all in-scope services including incident, change, and problem management.
Reconcile service level credits and earn-backs monthly.
Collaborate with CUSTOMER VP Technology (Operations) for final sign-off on SLA adherence.
Maintain transparency and accountability through detailed SLA reporting and governance.
Ensure exceptions are documented and validated (e.g., disaster recovery, third-party delays).
Periodically audit SLA processes and metrics to ensure compliance and continuous improvement.

Experience required in below Tools and Technologies:

ITIL Processes, ServiceNow, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)

Preferred candidate profile

Bachelors degree in Computer Science, Cybersecurity, Information Technology, or other related fields
•Experience with workload, server, network architectures and associated security controls

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