SLA Compliance Specialist (Dallas)Astreya • Dallas, TX, US
No longer accepting applications
SLA Compliance Specialist (Dallas)
Astreya • Dallas, TX, US
8 days ago
Job type
- Full-time
- Part-time
Job descriptionWork 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. 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. 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. 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. 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. Oversee the structure and management of SharePoint sites to ensure efficient document storage, retrieval, and compliance with organizational policies. 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. 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. 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. 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
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 :
SLA & General Compliance :
Issue Resolution :
Standards and Development :
Process Flow Management Tools :
SharePoint Structure Management :
Qualifications :
Preferred Qualifications :
Salary Range
$0.00 - $0.00 USD (Salary)
Astreya offers comprehensive benefits to all Regular, Full-Time Employees, including :
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Compliance Specialist • Dallas, TX, US
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