SLA Engineer (Operations Support)

Job description

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 (the employer), and operational KPIs. Own IT SLA management and governance for operational services, monitor, measure and track performance versus SLAs/the employer and KPIs, produce quality weekly and monthly reports, executive dashboards and scorecards. Identify performance risks and coordinate corrective and preventive actions with relevant teams, support service review meetings, operating governance forums and management reporting, maintain SLA/OLA/KPI documentation aligned 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 from ITSM and monitoring platforms, support Continuous Service Improvement through service performance analysis.

Requirements

• Minimum 5 years experience in IT Service Management and SLA Governance
• Strong knowledge of ITIL Service Level Management processes
• Experience in KPI development, reporting, and service performance analysis
• Strong stakeholder management and communication skills
• Experience in banking or highly regulated environments preferred

Skills