SLA Engineer (Operations Support)

Role Summary

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

Skills & 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