Job Description

Company Name: VARITE India Private Limited
About The Client:
Client is a leading global technology research and advisory firm. A trusted business partner to more than 700 clients, including 75 of the top 100 enterprises in the world, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth
About The Job:

• We are currently seeking Performance Management Analyst responsible for gathering service requirements, as well as monitoring, validating, and reporting with regards to agreed service levels and makes sure that all IT Service Management processes, Operational Level Agreements and
• Underpinning Contracts are appropriate for the agreed service level targets.
• This is an excellent opportunity for a self-motivated and professional individual to work within a varied and challenging role, with a dynamic and growing organisation.
• The role provides potential for future growth and career opportunities.

Essential Job Functions:

• Understand IT contracts and setup Service level metrics in Managed Service platform
• Driving SLA Operations focused with Contractual agreement and as per agreed SLA / OLA.
• Create Business rules to enable automation of Service level validation.
• Assess Service Level data to provide key insights
• Perform Gap analysis, verify RCAs and follow disputes resolution process
• Provide recommendation to improve Supplier service by introducing business relevant Service levels.
• Write User stories to customize the Service level workflow on the tool based on client requirements.
• Continual improvement of the reporting & ratification process.

Qualifications:
Required skills and Experience:

• Post Graduate / Graduate in Commerce or Science
• 2 - 5 years' experience in Service level management and reporting
• Certified in PMP and ITIL or Prince 2
• Strong interpersonal skills with the ability to build and manage business relationships
• Strong project management and organizational skills
• Strong written and verbal communication skills and a meticulous attention to detail
• Industry competitive capabilities, customer trends, and economic environment
• Excellent time management and organisational skills
• The ability to prioritise tasks based on urgency as well as importance
• The ability to work both autonomously and in a team-based environment
• The willingness to learn with initiative and take on new responsibilities
• Proficient knowledge of Microsoft products - Word, Excel, Power Point and Outlook
• Candidates who have been part of Ticket handling, (Incident, Problem, Request & Change, Service Levels review, reporting metric, etc.)
• Good understanding of Incidents and Service Requests throughout the lifecycle
• Reporting Experience - Creating SLA reports & (Designing dashboards, Analysing data and drill down details etc.)
• Knowledge on Service desk ITMS tools, (Service Now, Remedy Ops Manage, JIRA, CA service desk etc.)

How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit
Unlock Rewards: Refer Candidates and Earn.
If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the preferred candidate completes a three-month assignment with VARITE.
Experience Level Bonus Referral: 0-2 years INR 5,000
2-6 years INR 7,500
6+ years INR 10,000
About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.
Equal Opportunity Employer:
VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.

Skills Required