The Role
Manage IT service-level governance and performance, monitoring SLAs, OLAs, and KPIs. Produce performance reports, dashboards, and scorecards; identify risks and degradation trends; coordinate corrective actions and continuous service improvement with technical teams. Maintain service documentation, validate performance data from ITSM and monitoring platforms, support governance meetings, and engage stakeholders to ensure compliant, reliable service delivery.
Summary Generated by Built In
Role Summary:
RequirementsSkills & Experience Requirements:
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 (OLAs), and operational KPIs.
Key Responsibilities:- Own IT SLA management and governance for operational IT services
- Monitor, measure, and track service performance vs. agreed SLAs/OLAs and KPIs
- Produce quality weekly/monthly performance reports, executive dashboards, and scorecards
- Identify service performance risks and coordinate corrective/preventive actions with relevant teams
- Support service review meetings, operating governance forums, and management reporting
- Maintain SLA/OLA/KPI documentation and ensure alignment 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 collected from ITSM and monitoring platforms
- Support Continuous Service Improvement (CSI) through service performance analysis
RequirementsSkills & Experience 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 / highly regulated environments preferred
Skills Required
- Minimum 5 years of 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
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The Company
What We Do
We are TAWANTECH, a dynamic and innovative company that specializes in financial technology solutions and services, with a team of passionate professionals and a commitment to excellence, we are dedicated to delivering exceptional solutions that meet the unique needs of our clients.
