SLA Engineer (Operations Support)

Role Summary:

The SLA Engineer will manage and monitor SLA performance for IT services, ensuring transparent governance, compliance reporting, and continuous improvement of service delivery against agreed Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and operational KPIs.

Key Responsibilities:

• Own IT SLA management and governance for operational IT services
• Monitor, measure, and track service performance vs. agreed SLAs/OLAs and KPIs
• Produce quality weekly/monthly performance reports, executive dashboards, and scorecards
• Identify service performance risks and coordinate corrective/preventive actions with relevant teams
• Support service review meetings, operating governance forums, and management reporting
• Maintain SLA/OLA/KPI documentation and ensure alignment to business objectives
• Monitor exceptions and proactively engage stakeholders to mitigate risks
• Analyze degradation trends and coordinate improvement plans with technical teams
• Ensure accuracy and integrity of performance data collected from ITSM and monitoring platforms
• Support Continuous Service Improvement (CSI) through service performance analysis

Requirements

Skills & Experience Requirements:

• Minimum5 yearsexperience inIT Service ManagementandSLA Governance
• Strong knowledge ofITIL Service Level Managementprocesses
• Experience inKPI development, reporting, and service performance analysis
• Strong stakeholder management and communication skills
• Experience inbanking/ highly regulated environments preferred