SLM and MIS Reporting Professional

Core Responsibilities

• 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

Core Responsibilities

• Own the creation, validation, and analysis of reports and dashboards across all ITSM processes.
• Maintain a repository and regular backups of data sets and published reports.
• Automate report generation and scheduling in collaboration with the Tools team.
• Identify and resolve discrepancies in reporting data and formulas.
• Develop and maintain a ready reckoner with definitions, formulas, frequency, logic, and stakeholders for training purposes.
• Enable insights automation and align reporting practices with industry best standards.
• Publish reports at defined frequencies (daily, weekly, monthly) and support ad-hoc reporting needs.

Report Types

Daily Reports:

• Call logged, closed, pending, reopened, and TSAT data.
• Antivirus dashboard.
• Pending ticket report.
• Partner dependency pending ticket report.
• Compliance consolidated report.
• Asset demand and issuance report.

Weekly Reports:

• SLA compliance report.
• FCR and KMDB report.
• Backup and encryption compliance report.
• Analysis of top end-user incident drivers and root causes.

Monthly Reports:

• Operations dashboard covering SLA compliance, service improvement plans, escalations, and compliance posture.
• Summarized asset view
• Tools and Technologies : ITIL Processes, ServiceNow, Basic Understanding of Infrastructure services ( EUS, DC and Cloud, Network and Security)