Service Level Analyst (B2B AU Telco)

MicroSourcing; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time‑off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing in Taguig (BGC) is seeking a Service Level Analyst to join our Australian telco support team. This onsite, dayshift role focuses on delivering accurate SLA performance reports and driving continuous improvement through automation and standardised processes.

You will collaborate with CDMs and internal teams to design reporting templates, automate recurring outputs, and manage ad‑hoc requests without compromising scheduled outputs, while ensuring SLA compliance.

Qualifications

• 3+ years in managed IT services.
• Advanced Excel and analytical capability.
• Strong stakeholder engagement.
• Knowledge of SLA reporting and ITIL (desirable).
• SQL and VBA (desirable).

Responsibilities

• Deliver accurate SLA performance reports to customers and stakeholders.
• Collaborate with CDMs and internal teams to develop reporting templates.
• Automate recurring reporting and improve efficiency.
• Manage ad-hoc reporting without impacting scheduled outputs.
• Ensure SLA compliance and elevate escalation risks.
• Maintain governance, documentation, and process standards.
• Identify continuous improvement and automation opportunities.

Skills

3+ years in managed IT services

Advanced Excel

Analytical capability

Stakeholder engagement

SLA reporting knowledge

ITIL knowledge

SQL

VBA

Job description

Job Description

Position: Service Level Analyst (B2B AU Telco)

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift

We're building a new team to support a dynamic challenger in the Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation.

This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!

Your Role

Responsible for delivering accurate and timely SLA performance reports, ensuring compliance with contractual targets, collaborating with stakeholders, and driving continuous improvement and automation of reporting processes.

As a Service Level Analyst You Will

• Deliver accurate SLA performance reports to customers and stakeholders.
• Collaborate with CDMs and internal teams to develop reporting templates.
• Automate recurring reporting and improve efficiency.
• Manage ad‑hoc reporting without impacting scheduled outputs.
• Ensure SLA compliance and elevate escalation risks.
• Maintain governance, documentation, and process standards.
• Identify continuous improvement and automation opportunities.

What You Need

Non‑negotiables

• 3+ years in managed IT services
• Advanced Excel and analytical capability
• Strong stakeholder engagement
• Knowledge of SLA reporting and ITIL (desirable)
• SQL/VBA (desirable)

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Benefits

• Competitive Rewards: above‑market compensation, healthcare coverage on day one, dependents coverage, paid time‑off with cash conversion, group life insurance, performance bonuses.
• Collaborative Spirit: participation in company‑sponsored events and activities.
• Work‑Life Harmony: flexible work arrangements.
• Career Growth: continuous learning and career advancement opportunities.
• Inclusive Teamwork: celebrates diversity and fosters inclusive culture.

For more information, visit https://www.microsourcing.com/