DL
SLA Governance Lead
Diverse Lynx India
🇺🇸 United States
On-site
Staff / Principal
5 months ago
- CAPA
- Green Belt
- triage
5 months ago
- Band:B2.
- Should have knowledge in Service Desk Operations.
- Should have analytical & reasoning skills.
- Strong understanding of SLA management & Escalation management, RCA, and CAPA frameworks
- Knowledge of quality governance and audit requirements
- Analytical skills for trend, gap, and risk analysis
- Stakeholder coordination and follow‐up management
- Strong documentation and reporting skills
- Should have effective coaching skills.
- Preferred candidates are Green Belt (GB) trained/certified and proficient in effectively using 7 QC tools for analysis and problem‐solving.
Key Responsibilities
Dispatch & Ticket Analysis
- Analyze Field Support dispatch tickets to understand categories, dispatch reasons, and resolution patterns.
- Identify knowledge gaps leading to unnecessary dispatches and recommend KA creation/enhancement, SOP updates, and logic improvements.
- Support Service Desk enablement through inputs for training, access enablement, and tool enhancements.
- Classify tickets into valid Field Support dependencies and shift‐left‐eligible categories.
- Identify repeat ticket patterns suitable for shift left to Service Desk.
- Assess shift‐left feasibility based on technical complexity, access, skill readiness, and tooling dependencies.
- Quantify benefits including reduced field dispatches, faster resolution, and cost/productivity improvements.
SLA Breach Governance
- Coordinate with SQA, PMO, and SMU teams to collect, validate, and track SLA breach data in the defined tracker.
- Ensure SLA breaches are accurately categorized, contractually aligned, and fully documented.
- Drive timely initiation and completion of RCA for all SLA breaches as per defined timelines.
- Review RCA quality to confirm clear problem statements, appropriate methodology (e.g., Fishbone, 5‐Why), and true root cause identification.
- Govern CAPA plans to ensure effective corrective and preventive actions with clear ownership and timelines.
- Track CAPA progress and validate effectiveness during follow‐up reviews until closure.
- Ensure clear escalation ownership, defined action plans, and committed resolution timelines.
- Drive cross‐functional collaboration to unblock dependencies and accelerate closure.
- Track, analyze, and report SLA‐linked escalations, highlighting high‐risk or repeat issues to leadership proactively.
- Ensure RCA and CAPA are completed for all major and recurring escalations, with focus on prevention and sustainability.
- Monitor and analyze productivity metrics across SD, EUC, and FS to identify utilization issues, skill gaps, and tool or dependency constraints.
- Drive productivity RCA, define CAPA, and proactively highlight risks and improvement opportunities to SMU, PMO, and Practice leadership
Governance, Reporting & Highlighting Gaps
- Maintain Shift Left and centralized SLA breach, escalation, productivity, RCA, and CAPA trackers with audit‐ready documentation, highlighting key gaps and risks.
- Provide governance inputs and leadership review support through trend analysis, risk summaries, and actionable insights to prevent repeat field dispatches and improve SD maturity.
Key Skills & Competencies
Functional Skills
- Strong understanding of Service Desk and Field Support operations, including ticket analysis and dispatch workflows
- Proficient in data analysis to identify process, knowledge, and triage gaps and detect operational patterns
Educational Qualification:
- Graduate in any discipline
SLA Governance Lead · Diverse Lynx India