Service Level Manager- Immediate joiner for Ahmedabad location

Service Level Manager- Immediate joiner for Ahmedabad location

• ITIL v3/v4 practices (SLM, Incident, Problem, Change, Availability, Capacity, Knowledge, BRM). • SLA modeling & math: targets, percentiles, weighted scoring, breach logic, exclusions, and penalties/credits. • Service Catalog & CMDB/Service Mapping basics; dependency mapping to underpin SLAs. • Reporting & Analytics: ServiceNow PA, Power BI/Excel (pivot, DAX basics), KPI storytelling. • Process Design: SOPs, RACI, controls, audit evidence, risk registers. • Understanding of Major Incident governance and Problem eradication to protect SLA outcomes. • Bonus: Availability/Capacity planning knowledge, AIOps/Monitoring exposure (e.g., Dynatrace, AppDynamics, Splunk).