Lead Administrator (Tools & Automation)

Experience: Not Available to Not Available years

Location: Bengaluru, India

Skills: Service Level Management, SLAs, OLAs, ITSM frameworks, ITIL, SLA trends analysis, Incident processes, Problem processes, Change processes, Knowledge processes, Request processes, Stakeholder management, Negotiation, Presentation skills

Job Summary
Service Level Manager (SLM) Role Summary
The Service Level Manager is responsible for managing, monitoring, and governing all Service Level Agreements (SLAs), Customer Service Levels (CSLs), and key operational metrics. The role ensures SLA compliance, enables service performance transparency, supports audits, and drives continual improvement by collaborating with cross functional delivery teams and customer stakeholders.

Key Responsibilities
1. Metrics Management & Reporting
• Track SLA, CSL, OLA, and underpinning contract performance.
• Publish metrics, dashboards, and service performance reports to leadership and customers.
• Analyze SLA trends, breaches, and risk areas to initiate improvement actions.
2. Service Level Governance
• Govern and improve the Service Level Management process, ensuring it is efficient and aligned with organizational policies.
• Ensure business requirements are documented in SLAs and Service Level Requirements (SLRs).
• Maintain tight linkage between SLAs, OLAs, and UCs to ensure end to end service compliance.
3. Customer & Stakeholder Engagement
• Conduct regular Service Performance Reviews with customers and delivery towers.
• Ensure performance issues are captured, actioned, and followed up.
• Act as the primary point of contact for SLA related queries, escalations, and customer concerns.
4. SLA Definition & Alignment
• Work with customers to identify current and future service expectations.
• Negotiate, agree, and formalize service levels,



ensuring that measurable, realistic, and auditable KPIs exist.
• Ensure contractual targets align with SLA/SLR expectations.
5. Continual Service Improvement (CSI)
• Identify improvement initiatives from governance forums and track them to closure.
• Recommend enhancements to stabilize or improve service performance.
• Support audit readiness and compliance activities.

Skills & Qualifications
Technical Skills
• Strong understanding of Service Level Management, SLAs/OLAs/UCs, and ITSM frameworks (ITIL).
• Ability to interpret and validate service performance data.
Analytical & Process Skills
• Proficiency in analyzing SLA trends, breaches, and service performance deviations.
• Strong understanding of process interactions across Incident, Problem, Change, Knowledge, and Request processes.
Soft Skills
• Excellent communication, stakeholder management, and negotiation abilities.
• Strong documentation and presentation skills for customer facing governance.

Key Responsibilities
1. To champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such as maintenance of a comprehensive Knowledge base, act as a mentor to junior analysts, and deliver training programs for freshers, equipping them with essential skills to become productive.
4. To contribute to a positive customer experience and high CSAT scores by providing rapid, accurate, and secure resolutions, fostering customer trust and satisfaction.
5. To proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.
Skill Requirements
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Other Requirements
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📌 Lead Administrator (Tools & Automation) (Bengaluru)
🏢 HCL Technologies
📍 Bengaluru