Job Summary : Process & Operations Analyst — SLA / Reporting / Data
Job Description : Process & Operations Analyst — SLA / Reporting / Data
Job Responsibilities : Produce, validate, and publish Performance Indicator (PI) calculations monthly (CSL, KPI, XLA) (Annex 3 §3.4) Maintain and continuously improve SLM calculation methodology (Attachment 3-C) — to be delivered to Solvay within 3 months of signature Automate SLA indicator production from BMC Helix data (Annex 2 §3.10) Monthly trend analysis and reporting on tickets (distribution, status, processing times) (Annex 2 §3.1.2) Daily raw indicator calculation and publishing (Annex 3 §7.3.3) Service Credits calculation and presentation to Steering Committee (Annex 3 §9) Process documentation: maintain operating procedures, templates, and process flows Data quality assurance for CMDB and SLA data inputs from BMC Helix
Skill Requirement : Produce, validate, and publish Performance Indicator (PI) calculations monthly (CSL, KPI, XLA) (Annex 3 §3.4) Maintain and continuously improve SLM calculation methodology (Attachment 3-C) — to be delivered to Solvay within 3 months of signature Automate SLA indicator production from BMC Helix data (Annex 2 §3.10) Monthly trend analysis and reporting on tickets (distribution, status, processing times) (Annex 2 §3.1.2) Daily raw indicator calculation and publishing (Annex 3 §7.3.3) Service Credits calculation and presentation to Steering Committee (Annex 3 §9) Process documentation: maintain operating procedures, templates, and process flows Data quality assurance for CMDB and SLA data inputs from BMC Helix
Other Requirement : Process & Operations Analyst — SLA / Reporting / Data
Source: HCLTech careers — Read the original posting and apply
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HCLTech is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam... Read More
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