- Documents management
- Timeliness and accuracy of SLAs reporting and compilation
Role Overview: This role bridges technical innovation and operational governance.
You will design automation frameworks to optimize workflows while directly managing Service Level Agreements (SLAs) and client expectations. By automating manual processes and governing system KPIs, you will drive operational excellence without handling day-to-day incident management.
Key Responsibilities
Automation Engineering: Design, build, and maintain automation scripts and BI reports to eliminate operational bottlenecks.
SLA Governance: Develop, negotiate, and monitor SLAs and Operational Level Agreements (OLAs) to ensure strict compliance.
Process Optimization: Identify manual work patterns and engineer automated workflows to improve service delivery speeds.
Performance Reporting: Analyze system data to build KPI dashboards, providing performance visibility to stakeholders.
Cross-Team Collaboration: Partner with the internal Incident Management team to implement long-term automated fixes for recurring technical issues.