would prefer if you have telecom/IT experience the JD is a below, mail your profile to id - Protected content
The Service Level Analyst is responsible for the daily tracking, trending and reporting of production performance within the scope of the Service Level Agreement (SLA).
• Track, trend, report on SLA performance • Attend regular meetings with the customer to review performance • Partner with Customer reporting team for synchronization and uniformity • Research incident impact to SLA measures • Actively participate in service level contract revisions and maintenance • Work with internal teams to improve SLA performance and suggest improvements.
• Very good customer service and communication skills required • Work under limited supervision • A good functional skill set using the Microsoft Office tools (Word, Excel, etc.) • A mathematical understanding to create complex formulas for data trending reports and perform analysis on varying time periods (daily, weekly, monthly, etc.) • A basic understanding of database use and SQL queries. • Beneficial skills: PERL, Oracle, Crystal Reports, Business Objects, Macros/VBA, TOAD, UNIX