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SLA Manager/Data Analyst ProjM3 (Government)

Columbia, Maryland

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AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Department of Defense.   We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission.

RIS I is the delivery of regional IT services to the end user. We offer support of end user devices including desktop, workplace peripherals, and voice and video devices. We support local and campus area networks, including wireless and cable plant.

AT&T has an opening for a SLA Manager/Data Analyst to be responsible for SLA Measurement & Reporting, Improvement of Service quality, Root Cause Analysis of service levels and other service delivery metrics, Auditing and Risk Management for a large IT services contract.

The job duties of the SLA Manager/Data Analyst are as follows:                                                                                                        

  • Gather, process, and analyze data into information and information into knowledge to support operations and business decisions.
  • Use enterprise monitoring and reporting tools to identify trends and opportunities for improvements in IT service processes and workflow.
  • Interact with the client to establish, maintain, and modernize clear business-based targets for service levels and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.
  • Interacts with other service providers to ensure that operational level agreements are in place to ensure end-to-end service delivery in accordance with the service level targets.
  • Work with the service delivery organization and service managers to manage performance against service level targets.
  • This is an individual contributor, technical lead, and job and may identify data collection, analysis, storage, and reporting requirements for relevant metrics across the program. They may also guide the work of data analysts. or tasks performed by contractors, vendors or partners. Directs the researching, recommending, documenting, and implementation of changes to processes, procedures, and systems to enhance service delivery. 
  • Participating in defining, documenting and monitoring IT service level agreements; communicates type of support covered and not covered by specific service agreements.
  • Participating in service level reviews; supports root cause analysis of customer issues and SLA impacting events.
  • Communicating key benefits and challenges of each type of service class and associated SLAs.
  • Monitoring and investigating operational issues; service disagreements; resolution of disputes; coordinates implementation of improvements.
  • Developing and implementing data gathering, analysis, and reporting capabilities.
  • Collaborating with the service managers and the design and engineering and tools teams to collect and process relevant metrics to support service level management and process improvement activities.
  • Preparing periodic reports to communicate outcomes of analytic activities.
  • Performing analytics on discrepancies and issues and performing root cause analysis.
  • Identifying people, process, and technology opportunities for efficiency and cost reductions.
  • Analyzes complex reports as revealed by the data to assists in predicting trends, conduct quality assessments, review discrepancies, assessing risks, benefits and consideration of alternatives.
  • Leads the escalation / communication of risks and issues as appropriate.

Required Clearance: TS/SCI with polygraph. (#ts/sci) (#polygraph)

Required Qualifications: Twenty years’ experience in programs and contracts of similar scope, type and complexity within the Federal Government. Preferred Bachelor’s Degree in Business, Information Systems, Engineering, Math, or Science or equivalent experience.

  • Excellent written and verbal communication skills.
  • Strong interpersonal skills.
  • Excellent leadership skills and teamwork skills.
  • Results-oriented and self-motivated.
  • Working experience with ServiceNOW.
  • Proficiency with Microsoft Excel and other MS Office tools.

Desired Qualifications: ITIL Foundations v3 and v4 certification desirable. PMP, Six Sigma, or similar certification a plus.

Ready to join our team? Apply Today!

Job ID 2246169 Date posted 10/13/2022
Apply Now


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