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SLA Compliance Specialist (Dallas)

SLA Compliance Specialist (Dallas)

AstreyaDallas, TX, US
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Subject Matter Expert in Commercial & Industrial IoT Systems

Global Oversight and Collaboration :

  • Develop and maintain the RACI matrix for IoT systems globally, ensuring clear roles and responsibilities.
  • Oversee the process of identifying, categorizing, and addressing issues with IoT systems globally to ensure efficient resolution.
  • Collaborate with regional managers to ensure local practices align with global standards through regular communication and coordination.
  • Monitor the effectiveness of IoT systems and triage processes, working with regional managers to identify areas for improvement.
  • Stay updated on regulatory changes and implement necessary adjustments to ensure compliance with relevant standards and regulations.

Triage Flow Management :

  • Work closely with the Global Service Manager ensuring global triage flow consistency, ensuring issues are prioritized and addressed promptly.
  • Work closely with internal Microsoft teams and external partners to ensure smooth triage and issue resolution processes.
  • Implement and continuously improve industry standards for triage and issue management.

    • SLA & General Compliance :

  • Ensure global SLA compliance for suppliers, vendors, and contractors, addressing any deviations.
  • Track and report on SLA performance metrics, providing regular reports to identify trends and areas for improvement.
  • Identify the root cause of SLA breaches, implement corrective actions, and prevent future occurrences.
  • Serve as a point of contact between the IoT team and the GBSO Compliance Team, ensuring all compliance-related issues are addressed.

    • Issue Resolution :

  • Manage the process of identifying and resolving issues with IoT systems and devices, overseeing helpdesk support.
  • Handle warranty-related matters and ensure compliance with warranty terms and conditions.
  • Ensure all issue resolutions comply with relevant standards and regulations.

    • Standards and Development :

  • Develop and implement global standards for IoT systems to ensure consistency and efficiency.
  • Create and maintain knowledge base articles that align with process flows and triage efforts.
  • Oversee engagement with integrators to ensure adherence to established standards.
  • Develop and maintain compliance documentation to ensure adherence to global standards.

    • Process Flow Management Tools :

  • Implement and manage process flow management tools to optimize workflows and enhance efficiency.
  • Create and deliver team presentations that provide an overview of process management, ensuring all team members are aligned and informed.

    • SharePoint Structure Management :

  • Oversee the structure and management of SharePoint sites to ensure efficient document storage, retrieval, and compliance with organizational policies.

    • Qualifications :

  • Proven experience in managing global IoT systems.
  • Strong understanding of SLA compliance, supplier contracts, and RACI matrices.
  • Excellent project planning and management skills.
  • Ability to work collaboratively with regional managers and external partners.
  • Strong problem-solving and analytical skills.
  • Excellent communication and interpersonal skills.
  • Experience with process flow management tools and creating team presentations.
  • Proficiency in SharePoint structure management.

    • Preferred Qualifications :

  • Experience in a similar role within a large, global organization.
  • Knowledge of industry standards and best practices for IoT systems.
  • Familiarity with regulatory compliance requirements for IoT systems.

    • Salary Range

    $0.00 - $0.00 USD (Salary)

  • Please note that the salary information provided herein is base pay only (gross); it does not include other forms of compensation which may or may not apply to this specific position, namely, performance-based bonuses, benefits-related payments, or other general incentives - none of which are guaranteed, may be subject to specific eligibility requirements, and are wholly within the discretion of Astreya to remit.
  • Further, the salary information noted above is a range that consists of a minimum and maximum rate of pay for this specific position. Where an applicant or employee is placed on this range will depend and be contingent on objective, documented work-related considerations like education, experience, certifications, licenses, preferred qualifications, among other factors.

    • Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including :

  • Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only
  • Dental provided through Cigna (DPPO & DHMO options)
  • Nationwide Vision provided through VSP
  • Flexible Spending Account for Health & Dependent Care
  • Pre-Tax Account for Commuter Benefit / Parking & Transit (location-specific)
  • Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera
  • Corporate Wellness Program
  • Employee Assistance Program
  • Wellness Days
  • 401k Plan
  • Basic Life, Accidental Life, Supplemental Life Insurance
  • Short Term & Long Term Disability
  • Critical Illness, Critical Hospital, and Voluntary Accident Insurance
  • Tuition Reimbursement (available 6 months after start date, capped)
  • Paid Time Off (accrued and prorated, maximum of 120 hours annually)
  • Paid Holidays
  • Any other statutory leaves, paid time, or other fringe benefits required under state and federal law
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