Negotiating SLAs? That sounds more like a management position. As an SDA, I'd want to be out there, solving problems and making users happy. Option B is the way to go.
Achieving reporting targets? Really? I'd hope an SDA's role is a bit more exciting than just crunching numbers all day. Gotta go with option B on this one.
I think option B is the right choice. As an SDA, your primary job is to provide hands-on support and troubleshoot problems, not handle the business side of things.
Delivering problem support seems like the most fitting role for an SDA. They're the ones who actually help users with their issues, not just manage expectations or negotiate contracts.
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