Job Type: Contract

Job Category: IT

Job Description

Job Title: Availability & Service Level Manager (SLM)

Location: Chennai (TCS)
Experience: 1 Year
Job Level: L2
Requisition ID: 10660674
Business Unit: BA

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Primary Skill: Service Level Management (SLM)

Job Summary

We are looking for an Availability & Service Level Manager with strong knowledge of SLM processes. The candidate will be responsible for defining, monitoring, and improving service levels, ensuring alignment with business expectations and ITIL best practices.

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Key Responsibilities

• Manage Service Level Management (SLM) processes across services.
• Define and maintain SLA, OLA, and underpinning contracts.
• Design and negotiate measurable SLAs with business and vendors.
• Monitor service performance, identify SLA breaches, and analyze trends.
• Create and maintain dashboards and reports for SLA tracking.
• Conduct service review meetings and manage stakeholder expectations.
• Handle escalations and ensure timely resolution.
• Ensure compliance with SLAs and governance frameworks.
• Perform root cause analysis (RCA) for SLA breaches.
• Automate SLA tracking, alerts, and reporting using tools like ServiceNow.

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Required Skills & Qualifications

• Strong understanding of SLM frameworks and service lifecycle.
• Knowledge of SLA, OLA, and service contracts.
• Experience in performance monitoring and reporting.
• Proficiency in data analysis and KPI tracking.
• Hands-on experience with ServiceNow or similar tools.
• Strong stakeholder management and communication skills.

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Preferred Qualifications

• Familiarity with ITIL processes and best practices.

Required Skills