SLA Monitoring Specialist

Position Description:

The SLA Monitoring Specialist is responsible for tracking analyzing and ensuring adherence to Service Level Agreements (SLAs) for RECO Billing scopes. This role plays a key function in identifying performance gaps communicating risks and working with internal teams to resolve issues that may affect compliance with SLA metrics.

Job Responsibilities
Monitoring & Reporting

Monitor daily weekly and monthly SLA metrics and generate performance reports.
Track ticket aging resolution time backlog status and compliance to defined KPIs.
Ensure real-time monitoring dashboards are accurate and up to date.


Analysis & Risk Management

Identify trends issues and potential breaches in SLA performance.
Conduct root cause analysis for missed SLAs and propose corrective actions.
Raise red flags and work with operations and support teams to mitigate risks.


Collaboration & Communication

Collaborate with team leads quality and client-facing teams to improve SLA adherence.
Participate in regular operations and governance calls to report on SLA performance.
Coordinate with training and quality teams to address performance gaps.


Process Improvement

Recommend process improvements based on data analysis and trends.
Maintain updated documentation of SLA definitions metrics and monitoring processes.


Qualifications


Strong analytical and problem-solving skills
Advanced Excel/Google Sheets skills (pivot tables VLOOKUP data visualization)
Detail-oriented with a high level of accuracy
Effective written and verbal communication skills
Ability to work independently and manage multiple tasks

Skills:

• Analytical Thinking
• Data Analysis
• Detail-oriented
• English
• Leadership

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our teamone of the largest IT and business consulting services firms in the world.