SLA Manager- Service Level Telecom Experience MandatoryRole, Purpose, and ScopeThe SLA Manager (SLM) is responsible for various aspects of network performance documentation and reportingin accordance with the Customer’s Service Level agreement/Contract, including the delivery of the monthly SLAreport for the services contracted with Client. Part of the reporting activities, the SLM will have to perform dataentry and research in various systems and tracking tools and applies knowledge of processes and related systemsto assist in identifying, assessing and resolving data or reporting issues/problems raised by Customers.Main departmental relationships: Service Manager /FM/ Service Management Delivery ExecutiveClient/vendorrelationships: Internal and External StakeholdersMajor ResponsibilitiesFunctional Performance:• Manually scrub trouble tickets, differentiating between Customer/etc. responsible outages vs provider• Proactively contact support engineer(s) about major issues• Collect summary of service performance/availability failures or areas to improve to be reviewed on amonthly basis, including collecting data on tickets and support misses and collating data fromChange/Problem Mgt teams• Analyze and calculate any credit eligibility when failure is due to Client or site faults• Supplying custom reports• Reporting device management lists of active devices supported by Client as neededSystems/tools Updates and Processes Documentation:• Review and execute actions needed to complete requests coming from the Customer or Client field.• With minimal direction, enter data and retrieve information from Customer specific system (all new hiresmight require some direction initially).• Utilize the existing reporting templates macros provided by Client and Client Customers to perform thecontracted SLA reporting activities• Perform the admin tasks within the Customer specific system / platforms• Co-ordinate with Service Managers to get the required information to process the request• Audit own report/output for accuracy and make required corrections• Conduct data verification • Respond to various requests for information, as needed. Escalate to supervisor as appropriate. • File, archive and retrieve documents (paper-based and electronic) using filing standards • Produce standard correspondence by following existing templates. Adhere to Customer formatting and quality standards. Proofread and edit work for syntax, grammar and punctuation • Respond to information requests by searching and summarizing research results and compiling in requested format • May coordinate the work of a small team in areas of high-volume transaction processing and/or the training/education of new and/or more junior team members on operation procedures and policies • Follow established policies, procedures and methods • May serve as technical and functional resource or super users to other team members • Participate in process improvement initiatives or special projects as assigned • Meet established goals and objectives • Become a subject matter expert for complex processes • Document all new learning(s) or change in processes in the standard format and seek relevant approvals on a periodic basis • Assist in audit preparation and proceeding for both internal and external auditors ADHOC • Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes. • Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested. • Participate in business meetings and general inputs in day-to-day improvements.Education Requirements:Min/Preferred Education Level Additional DetailsMinimum Bachelor’s or equivalent degreeProfessional Certifications:Min/Preferred Certification Details Additional DetailsAdditional Skills RequiredSkill Description Proficiency LevelLanguages English (Verbal and Written) 90%/C1MS Suite Power Point, Excel, Outlook, Word, Teams ProficientCandidate Background: Skills, Knowledge, and Abilities:Min/Preferred Skills, Knowledge, Abilities and ExperienceMinimum Must have strong interpersonal skillsMinimum Must be proficient with Microsoft Office SuiteMinimum Good verbal and written English communication skillsMinimum Strong analytical skills. A fast learner and must have the desire to work in a customer facing environmentPreferred Business Intelligence knowledge/experiencePreferred Telecommunications knowledge/experience