Job Summary
Role Summary The Availability Manager (L3) is responsible for ensuring the reliability, resilience, and continuous availability of business-critical IT services. This role drives proactive monitoring, availability reporting, risk mitigation, incident analysis, and service improvement initiatives to meet agreed SLA targets and enhance customer experience. Key Responsibilities • Monitor and manage service availability against SLA and KPI commitments. • Analyze outages, identify trends, and drive root cause elimination. • Lead availability reviews and continuous service improvement initiatives. • Collaborate with Incident, Problem, Change, and Engineering teams to minimize service disruptions. • Identify risks and implement resilience and recovery strategies. • Prepare and present availability dashboards, reports, and executive updates. • Drive automation and proactive monitoring to improve service reliability. Required Skills • Strong understanding of ITIL Service Management practices. • Experience in Availability, Incident, Problem, and Service Operations Management. • Expertise in monitoring and observability tools (e.g., Splunk, Dynatrace, Azure Monitor). • Excellent analytical, stakeholder management, and communication skills. • Ability to manage critical incidents and drive service improvements. Qualifications • Bachelor\'s degree in IT, Computer Science, or related field. • 7+ years of experience in IT Operations or Service Management. • ITIL certification preferred. Success Measures • Achievement of availability and SLA targets. • Reduction in recurring incidents and downtime. • Improved service resilience, stakeholder satisfaction, and operational efficiency.
Key Responsibilities
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Skill Requirements
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Other Requirements
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