SLA Management Lead Telecom Network Services
- HCLTech
- 5 - 10 years
- Bengaluru
- 4 months ago
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Job Description
Job Title: SLA Reporting Lead Telecom / Network Services
Location: Bangalore
Experience: 5-10 years (preferably in Telecom / Network / SLA Reporting)
Employment Type: Full-time
Shift: US Shift
Job Overview
The SLA Reporting Lead will be responsible for managing end-to-end Service Level Agreement (SLA) reporting for Client contracted services. This includes ensuring compliance with customer contracts, preparing monthly SLA reports, validating data, and providing insights into network performance and service availability. The role requires strong analytical, reporting, and stakeholder management skills.
Key Responsibilities
- Prepare and deliver monthly SLA reports in line with Customer/Contract requirements.
- Manually scrub ETMS / trouble tickets, differentiating between Customer vs Client responsibility.
- Proactively liaise with NOC engineers to resolve and track major issues.
- Analyze network performance data, LAN/WAN misses, ticket details, and Change/Problem Management inputs.
- Calculate credit eligibility in cases of service failures due to Verizon Network issues.
- Provide customized performance reports and device management lists as required.
- Update and maintain reporting systems/tools as per defined processes.
- Data entry, validation, verification, and analysis using Customer and Client systems.
- Utilize reporting templates/macros to streamline SLA reporting activities.
- Collaborate with Client Service Program Managers for required inputs.
- Audit reports for accuracy, escalate discrepancies, and ensure compliance.
- Maintain documentation, filing, and archiving of SLA-related records.
- Prepare customer-facing correspondence and reports adhering to formatting/quality standards.
- Train and guide junior team members on reporting processes.
- Participate in process improvement initiatives, audits, and special projects.
- Act as a subject matter expert (SME) for SLA reporting and data analysis.
Skills & Qualifications
- Graduate in any 4-year degree course.
- 5+ years of experience in SLA Reporting, Network Performance Reporting, or Telecom Operations.
- Strong knowledge of Telecom domain, SLA metrics, NOC operations, and Network Services.
- Proficiency in Microsoft Office Suite (Excel macros/pivot tables, PowerPoint, Word).
- Strong analytical and problem-solving skills.
- Excellent verbal and written communication skills in English.
- Ability to work independently with minimal supervision and manage customer-facing interactions.
- Fast learner with high attention to detail and quality.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: HCLTechLocation(s): Bengaluru
Keyskills: Client Onboarding SLA Reporting Service Level Management Telecom Networking Reporting Analyst KPI Monitoring Process Improvement Customer Service Management Client Reporting. Trouble Tickets Telecom ETMS KPI Analysis Service Availability SLA Management
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