SLA Engineer (Operations Support)

Role Overview

SLA Engineer (Operations Support) at TAWANTECH. This role manages and monitors 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.

Role Purpose

Own IT SLA management and governance for operational IT services, delivering quality performance reporting, risk identification, and continuous service improvement through data integrity and stakeholder coordination.

Key Responsibilities

SLA & Performance Monitoring

• Monitor, measure, and track service performance versus agreed SLAs, OLAs, and KPIs
• Ensure accuracy and integrity of performance data collected from ITSM and monitoring platforms
• Analyze degradation trends and coordinate improvement plans with technical teams

Reporting & Governance

• Produce quality weekly and monthly performance reports, executive dashboards, and scorecards
• Maintain SLA, OLA, and KPI documentation and ensure alignment to business objectives
• Support service review meetings, operating governance forums, and management reporting

Risk & Issue Management

• Identify service performance risks and coordinate corrective and preventive actions with relevant teams
• Monitor exceptions and proactively engage stakeholders to mitigate risks

Continuous Improvement

• Support Continuous Service Improvement (CSI) through service performance analysis

Qualifications & Experience

• 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
• Experience in banking or highly regulated environments preferred

Skills & Competencies

• Strong stakeholder management and communication skills