SLO/SLA Analyst

BAE Systems

1d•Onsite

About The Position

BAE Systems is seeking a Service Level Objective/Service Level Agreement (SLO/SLA) Analyst to support an Intelligence Community (IC) program that delivers network support across the agency. The role involves generating, collecting, reporting, and analyzing SLO/SLA performance metrics. The analyst will develop and deliver monthly and ad hoc SLO/SLA reports to the Customer, identify and coordinate changes in key performance indicators, and report on these to exceed customer expectations and meet SLO/SLA levels. This position requires using network management tools and collaborating with Network Performance, Operations, and Engineering teams to perform root cause analysis of failures and service impacting events across functional areas and sites, as required by the contract. The analyst will also act as a knowledge source for SLO/SLA, work with operational and engineering organizations to implement SLO/SLA metrics, identify process improvements, and implement automation as needed.

Requirements

Must have 16 years of experience that can be a combination of work history and education (Doctorate and 8 years, master’s and 10 years, bachelor’s and 12 years, associates and 14 years or HS diploma and 16 years)
Must be compliant with DoD 8140 Information Assurance Technical (IAT) Level 2
Ability to represent the team and deliver status reports to internal and external leadership
Excellent organizational and follow through skills
Strong communication (written and verbal) skills
Detail oriented with problem-solving skills
Proficient in Microsoft Office

Responsibilities

Generate the collection, reporting, and analysis of SLO/SLA performance and delivering associated metrics
Develop and deliver monthly and ad hoc SLO/SLA reporting to the Customer
Identify and coordinate changes of key performance indicators and report on a recurring basis to exceed customer expectations and meet SLO/SLA levels
Use network management tools and collaborate with Network Performance, Operations, and Engineering teams, provide root cause analysis of failures and service impacting events across functional areas by sites as required by the contract
Utilize Riverbed, WANDL, Paragon, and OpenText tools to determine root cause analysis
Act as the supportive source of knowledge for SLO/SLA
Work with operational and engineering organizations to implement SLO/SLA metrics
Identify process improvements
Implement automation as needed