SLA Reporting & Automation Analyst (Onsite Dayshift)

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

Discover your 100% YOU with MicroSourcing!

Position: Service Level Analyst (B2B AU Telco)

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift

Be a part of something big at Microsourcing!

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.

Our client serves mid-market to large enterprise customers and is committed to building a sustainable, high-performance environment in the Philippines. We partner with our client to foster an inclusive culture that attracts, develops, and retains top talent—creating an exceptional place to work while enabling the delivery of a world class service centre.

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 escalate 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)
  
  

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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.

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent.

We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Join us in celebrating YOU and your 100%!

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

• Terms & conditions apply