IT Service Management & SLA Analyst

Indra Philippines, Inc.; Mandaluyong; On-site; PHP 300,000 - 600,000; Full time

Job summary

Indra Philippines, Inc. is seeking an ITSM Analyst to assist in defining, documenting and updating SLA metrics, prepare reports, and support governance across ITSM processes.

The role emphasizes data analysis for service management, collaboration with Quality Manager and Process Owners, and ongoing improvement of SLA templates and reporting tools. Based in Metro Manila with a focus on ITSM governance.

Qualifications

• Assist in defining, documenting and updating the SLA
• Prepares SLA Reports (analysis, justification and identification of action items to be provided by the SDMs /SDLs)
• Submits monthly SLA Reports to stakeholders
• Develops /enhances SLA Report template and other monitoring tools template
• Calculate, monitor and track penalties and rewards, if applicable, and provide report
• Provide other SLA-related reports / statistics
• Ensure that defined metrics are being collected and governance tasks are executed to standards
• Assists in conducting quality assurance process audit
• Aid in the use of data and data analysis for the improvement of Services and Service Management Processes Develops, documents, monitors and updates required policies, standards, guidelines, reports, processes and other supporting templates /standards
• Closely coordinates with relevant personnel for improvements
• Coordinates the continuous activities of managing ITSM services which may include
• Process Design, ITSM Tool Support, Process Governance, and Continual Service Improvement Monitor status and make follow up on identified action items
• Facilitates meetings and prepares minutes and highlights and action items

Responsibilities

• Assists in defining, documenting and updating the SLA
• Prepares SLA Reports (analysis, justification and identification of action items to be provided by the SDMs /SDLs)
• Submits monthly SLA Reports to stakeholders
• Develops /enhances SLA Report template and other monitoring tools template
• Calculate, monitor and track penalties and rewards, if applicable, and provide report
• Provide other SLA-related reports / statistics
• Ensure that defined metrics are being collected and governance tasks are executed to standards
• Assists in conducting quality assurance process audit
• Aid in the use of data and data analysis for the improvement of Services and Service Management Processes Develops, documents, monitors and updates required policies, standards, guidelines, reports, processes and other supporting templates /standards
• Closely coordinates with relevant personnel for improvements
• Coordinates the continuous activities of managing ITSM services which may include
• Process Design, ITSM Tool Support, Process Governance, and Continual Service Improvement Monitor status and make follow up on identified action items
• Facilitates meetings and prepares minutes and highlights and action items

Job description

Indra Philippines, Inc. is seeking an ITSM Analyst to assist in defining, documenting and updating SLA metrics, prepare reports, and support governance across ITSM processes.

The role emphasizes data analysis for service management, collaboration with Quality Manager and Process Owners, and ongoing improvement of SLA templates and reporting tools. Based in Metro Manila with a focus on ITSM governance.