Position Details

Service Level Analyst (B2B AU Telco)

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift

Responsibilities

• Monitor and manage Service Level Agreements (SLAs) across the ANZ enterprise portfolio to ensure contractual compliance.
• Produce accurate and timely SLA performance reports, providing visibility into service health and potential risks.
• Identify and investigate service performance trends to minimize service credits and penalties.
• Drive data integrity and automation within reporting tools to improve efficiency and accuracy of insights.
• Collaborate with Service Management and Delivery teams to implement continuous improvement initiatives.

Qualifications

Non-negotiables

• At least 3 years of experience in Service Level Management or Service Management (ITIL).
• Advanced expertise in data analysis and automated reporting...