Senior SLA Analyst

Uniti • Mobile, AL

238d

About The Position

The SLA Analyst is responsible for the data analysis of Key Performance Indicators (KPI's) that relate to Service Level Agreements specific to customer contracts.

Requirements

• Must have Excel and Excel formula experience.
• Grammar and math skills.
• Attention to detail.
• SevOne and/or InfoVista experience a plus.

Responsibilities

• Gathering and interpretation of KPI information related to SLA information for specific customers, primarily Cellular Backhaul customers.
• Audits carrier trouble tickets for proper grammar and wording.
• Closes carrier trouble tickets to ensure consistent information is provided in the resolution, as well as identifying the cause of any service issues in the trouble ticket.
• Determines if proper coding of issue/resolution was used.
• Works with Finance to approve or deny credit requests based upon SLA data.
• Determines if a credit claim is valid or not based upon the criteria set forth in the SLA documentation.
• Prepares trouble ticket reports for specific customers as it relates to SLA and reporting.
• Works with IT, NOC, and Circuit Management groups to ensure that all sites requiring SLA reporting are properly configured to deliver that information to the systems that monitor SLA KPI's.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Food and Beverage Retailers
• Education Level: Bachelor's degree