SLA Compliance Specialist

Subject Matter Expert in Commercial & Industrial IoT Systems

Global Oversight and Collaboration:

• Develop and maintain the RACI matrix for IoT systems globally, ensuring clear roles and responsibilities.
• Oversee the process of identifying, categorizing, and addressing issues with IoT systems globally to ensure efficient resolution.
• Collaborate with regional managers to ensure local practices align with global standards through regular communication and coordination.
• Monitor the effectiveness of IoT systems and triage processes, working with regional managers to identify areas for improvement.
• Stay updated on regulatory changes and implement necessary adjustments to ensure compliance with relevant standards and regulations.

Triage Flow Management:

• Work closely with the Global Service Manager ensuring global triage flow consistency, ensuring issues are prioritized and addressed promptly.
• Work closely with internal teams and external partners to ensure smooth triage and issue resolution processes.
• Implement and continuously improve industry standards for triage and issue management.

SLA & General Compliance:

• Ensure global SLA compliance for suppliers, vendors, and contractors, addressing any deviations.
• Track and report on SLA performance metrics, providing regular reports to identify trends and areas for improvement.
• Identify the root cause of SLA breaches, implement corrective actions, and prevent future occurrences.
• Serve as a point of contact between the IoT team and the GBSO Compliance Team, ensuring all compliance-related issues are addressed.

Issue Resolution:

• Manage the process of identifying and resolving issues with IoT systems and devices, overseeing helpdesk support.
• Handle warranty-related matters and ensure compliance with warranty terms and conditions.
• Ensure all issue resolutions comply with relevant standards and regulations.

Standards and Development:

• Develop and implement global standards for IoT systems to ensure consistency and efficiency.
• Create and maintain knowledge base articles that align with process flows and triage efforts.
• Oversee engagement with integrators to ensure adherence to established standards.
• Develop and maintain compliance documentation to ensure adherence to global standards.

Process Flow Management Tools:

• Implement and manage process flow management tools to optimize workflows and enhance efficiency.
• Create and deliver team presentations that provide an overview of process management, ensuring all team members are aligned and informed.

SharePoint Structure Management:

• Oversee the structure and management of SharePoint sites to ensure efficient document storage, retrieval, and compliance with organizational policies.

Qualifications:

• Proven experience in managing global IoT systems.
• Strong understanding of SLA compliance, supplier contracts, and RACI matrices.
• Excellent project planning and management skills.
• Ability to work collaboratively with regional managers and external partners.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Experience with process flow management tools and creating team presentations.
• Proficiency in SharePoint structure management.

Preferred Qualifications:

• Experience in a similar role within a large, global organization.
• Knowledge of industry standards and best practices for IoT systems.
• Familiarity with regulatory compliance requirements for IoT systems.

Salary Range

• Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
• Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including:

• Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only

• Dental provided through Cigna (DPPO & DHMO options)

• Nationwide Vision provided through VSP

• Flexible Spending Account for Health & Dependent Care

• Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific)

• Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera

• Corporate Wellness Program

• Employee Assistance Program

• Wellness Days

• 401k Plan

• Basic Life, Accidental Life, Supplemental Life Insurance

• Short Term & Long Term Disability

• Critical Illness, Critical Hospital, and Voluntary Accident Insurance

• Tuition Reimbursement (available 6 months after start date, capped)

• Paid Time Off (accrued and prorated, maximum of 120 hours annually)

• Paid Holidays

• Any other statutory leaves, paid time, or other fringe benefits required under state and federal law