Coforge
Website:
coforge.com
Job details:
Company Description
Coforge is a global digital services and solutions provider known for leveraging emerging technologies, such as AI, cloud, data, and automation, to drive significant business impact. Specializing in select industries, Coforge delivers transformation through its Product Engineering approach and strategic partnerships with leading technology platforms. Ranked as the 7th largest Indian IT services firm, Coforge has achieved exceptional revenue growth with its unique focus on industry-specific solutions. Recognized as a certified Great Place to Work® for five consecutive years, the company is celebrated for its employee engagement, learning, development, and CSR initiatives. Coforge's commitment to sustainability encompasses environmentally conscious operations and community-driven projects like its public library network across India.
Key Responsibilities
1. SLA / OLA Management- Own and maintain SLAs, OLAs, and underpinning contracts across all IT services.
- Conduct periodic SLA reviews with internal teams and business stakeholders.
- Ensure alignment between service commitments and business expectations.
2. Performance Monitoring & Reporting- Monitor daily, weekly, and monthly service performance against defined SLAs.
- Develop and publish service dashboards, MIS reports, and trend analysis.
- Identify SLA breaches, risk areas, and recommend preventive/corrective actions.
- Prepare Weekly, Monthly, and Quarterly Service Performance Reports.
- Handle ad‑hoc reporting requests by analyzing data and providing actionable insights.
3. Continual Service Improvement (CSI)- Identify process gaps, recurring issues, and improvement opportunities using SLA trends.
- Collaborate with Service Desk, Technical Teams, QA, and Problem Management to define improvement plans.
- Track CSI/CSIP initiatives to closure and demonstrate benefits using measurable KPIs.
4. Governance & Compliance- Maintain key ITSM documentation including SLA registers, service catalogues, RACI matrices, and governance artifacts.
- Support internal and external audits (ISO 9001 / 20000 / 27001) by providing SLA data, reports, and evidence.
- Ensure adherence to ITSM governance frameworks and best practices.
5. Risk Management- Identify potential SLA and service delivery risks and propose mitigation strategies.
- Track issues impacting service performance and work closely with technical teams for timely resolution.
Required Skills & Competencies
Technical / Functional Skills- Strong understanding of ITIL Framework (ITIL v4 preferred).
- Hands‑on experience with ITSM tools (ServiceNow preferred).
- Expertise in SLA/KPI reporting, trend analysis, and performance metrics.
- Advanced MS Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, Power Query, macros, dashboards).
- Experience creating visual dashboards using Excel, Power BI, or ITSM reporting tools.
- Ability to analyze incident, change, and problem data to identify trends and service risks.
Soft Skills- Excellent verbal and written communication skills.
- Strong stakeholder and client management capabilities.
- Analytical mindset with strong problem‑solving and attention to detail.
- Ability to prioritize multiple tasks and work under pressure in a fast‑paced environment.
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