System Analyst | Service Level Management

Responsible for managing and governing the Service Level Management (SLM) process in accordance with ITIL best practices. Ensures IT services are delivered based on agreed SLAs and OLAs while continuously improving service quality, customer satisfaction, and IT.JOB DUTIES & RESPONSIBILITIES1. Service Level ManagementDevelop, review and maintain SLAs and OLAs.Negotiate (suggest and challenge if needed) service levels with Business Owners, Users and IT Service Providers.Ensure new services meet agreed service level requirements.Review and update SLM processes.2. Service Performance MonitoringMonitor SLA/OLA performance and KPI achievement.Identify gaps and recommend service improvements.Coordinate temporary service level adjustments.3. Governance & Process ManagementPerform Process Manager responsibilities.Maintain ITIL governance, audit documentation and process guides.Conduct periodic reviews and continuous improvement.4. Stakeholder & Customer ManagementAct as primary liaison for SLA-related matters.Facilitate Service Review Meetings.Monitor customer satisfaction and drive improvements.5. Reporting & AnalyticsPrepare SLA, OLA, monthly performance and Operations Committee reports.Produce ad hoc reports and service statistics.Drive continual improvement of SLAs and OLAs through service performance analysis andstrategic enhancement initiatives.6. Operational Support & CoordinationCoordinate N-Level Support meetings.Support Disaster Recovery simulations and scheduled activities.Conduct branch awareness sessions and gather user feedback.7. Other ResponsibilitiesPerform additional duties assigned by Management.QUALIFICATIONSMalaysian citizenPass the Malay Language including oral test at Sijil Pelajaran Malaysia (SPM) level or equivalent as recognized by the GovernmentPossess a bachelor’s degree honors in Computer Science or equivalent qualification from any local or abroad higher learning institution recognized by the GovernmentMinimum of 5-7 years’ experience working in an IT service environment within a complex and diverse organizationMust have at least ITIL based experience and ITIL v3/4 Foundation certificationPrevious work experience in a customer facing role ie Incident Manager or Problem Manager or Shared Services Environment is an advantageAbility to effectively communicate (verbal and written correspondence) in a professional manner with technical and non-technical personnelBe able to work productively in a potentially limited resources environmentSelf-starter and able to work in team environmentFlexible and adaptable, able to work in ambiguous situationsSufficient technical background to understand the different architectures of the systems, and to understand the impact of new technologies; experience of enterprise level applications will be an advantagePossess excellent skills in writing (BOTH in English and BM), editing, proofreading, speaking and good interpersonal skillsJOB STATUSPermanentAll applications are strictly CONFIDENTIAL and only shortlisted candidates will be called in for interview. Applications are deemed UNSUCCESSFUL if there is no feedback from the EPF 2 MONTHS after the closing date of the advertisement.