Service Availability Manager Job Description

Service Availability Manager Job Description

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Service availability manager provides thought leadership across IT functional areas with respect to IT process, technology and practices including Change Management, Incident/Problem Management, QA, Desktop support, Server Technologies and Cloud Data Center Support.

Service Availability Manager Duties & Responsibilities

To write an effective service availability manager job description, begin by listing detailed duties, responsibilities and expectations. We have included service availability manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Lead reliability and maintainability reviews of various Infra technologies and services
Recommend and develop cost estimates for solutions that will improve our infrastructure reliability
Drive our Disaster Recovery Program, including working with our BCP team to identify and maintain the Tier categorization of our applications and technologies
Support the coordination of Disaster Recovery exercises
Develop and maintain a service availability reports that are easy to understand
Accomplish complex tasks through influence
Identify and remove impediments that block the team's ability to achieve their goals
Update our Business Continuity Plan quarterly
Orchestrate the efforts of cross functional teams to execute on strategic availability and reliability efforts
Develop and maintain the ITSCM process in accordance with the overall business continuity management requirements

Service Availability Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Service Availability Manager

List any licenses or certifications required by the position: ITIL, PMP, CCNA, ITSM, V3, CCNP, PMI

Education for Service Availability Manager

Typically a job would require a certain level of education.

Employers hiring for the service availability manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Computer Science, Technical, Business, Engineering, Education, Information Technology, Business/Administration, Information Systems, Management, Leadership

Skills for Service Availability Manager

Desired skills for service availability manager include:

Application and Cloud technologies
Middleware
Network
Server
Storage
Customer environment
Especially in Incident / Change / Problems processes
HW / SW
IT industry
IT service management

Desired experience for service availability manager includes:

Requires Level 2 Security Clearance
Demonstrable knowledge of backup, replication technologies used in Disaster Recovery and Business Continuity
2+ years of configuration management experience with configuration management tools such as Puppet, Chef, Ansible
2+ years of monitoring experience with such tools as Zabbix, Nagios, Openview, Splunk
Solid and demonstrable understanding of application design, including the operational trade-offs of various designs
Ideally 2+ years of program management experience, especially in the DR /BCP space

Service Availability Manager Examples

1

Service Availability Manager Job Description

Job Description Example
Our company is looking for a service availability manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service availability manager
  • Advise the appropriate executive team and senior leaders on key developments related to crisis management
  • Regularly test the ITSC Plans for effectiveness, review the results and take action to overcome the identified deficiencies
  • Support the ITSC Plan execution during the invocation and restoring the service back to normal operating conditions
  • Ensure that all employees who have a role in the recovery phase are fully trained and aware of their roles and responsibilities
  • Review major changes that can have impact on the service continuity and ITSC Plans and updating the plans accordingly
  • Participate in the Business Impact Analysis and risk management exercises for both existing and new services
  • Execute major incident process including communication to executives and key stakeholders within defined timeframes
  • 8+ years experience as a Technology / Infrastructure Analyst or Engineer
  • Strong understanding of Change Management and Production Control
  • Broad technology knowledge implementation & experience
Qualifications for service availability manager
  • You have excellent analytical and critical thinking skills
  • You have superb communication skills and are able to take complex technical problems and explain to non technical people
  • You have the ability to influence and collaborate
  • Experience with container technologies and orchestration layers (Docker, Vagrant, Mesos, Marathon, etc)
  • You have good working knowledge of ITIL and Service Availability concepts
  • Good organizational, communication, and interpersonal skills (verbal/presentation/written)
2

Service Availability Manager Job Description

Job Description Example
Our growing company is looking to fill the role of service availability manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service availability manager
  • Ability to manage multiple initiatives and projects across various locations and in a cost-effective manner
  • Strong consulting skills required to work with business clients
  • Identify and specify availability business, instrumentation / measurement, new monitoring, and supplier requirements
  • Work with the customer to define business requirements
  • Define the business requirements to establish and maintain a common understanding with the customer of the requirements to be addressed by the project
  • Review and analyze client business operations and objectives relative to a specific technology or application of technology to develop customer requirements
  • Define availability requirements
  • Work to understand availability requirements of the business to plan for required levels of availability
  • Collect / compile / analyze relevant business data and compare against Service Level Agreements (SLAs)
  • Identify exceptions to requirements
Qualifications for service availability manager
  • You have the ability to use effectively, common office productivity tools (Google Sheets, Google Slides, Google Docs
  • Must be able to work within a matrix management environment with virtual workgroups and customers
  • Expert knowledge of business/ organization, Bank standards, infrastructure, architecture and technology in related areas from a design/ support/ solutions perspective
  • Minimum 10 years working in IT or PMO with demonstrated increased levels of responsibility and accountability
  • Experience leading crisis management efforts
  • Project Management skills, ability to plan, organize and coordinate the testing of recovery procedures
3

Service Availability Manager Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of service availability manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service availability manager
  • Identify industry benchmark information, availability improvement options, availability shortfalls, and corrective actions
  • Validate that design requirements meet required business availability levels
  • Provide leadership for a team of Service Availability Managers responsible for driving always on services
  • Provides service availability expertise on projects and initiatives
  • Drives continuous improvement of processes and methodologies related to incident, problem, change, and release mgmt
  • Demonstrates strong partnership with other Service Delivery teams in the successful execution of standard processes (incident management, problem management, release management, change management, …)
  • Demonstrates a sound understanding of functional / business objectives that drive and shape technology requirements
  • Promotes a strong combination of functional leadership, technical expertise and business process skills across the team
  • To co-ordinate and work in partnership with the business and with the IT Business Portfolio Domain leaders to deliver high quality IT services
  • Become a trusted advocate to technology specialists in designated areas and work well with them to provide collaborative, achievable, and effective solutions
Qualifications for service availability manager
  • The focus of the position depends on the need of each specific account where the SAM is assigned
  • Ensure that the availability requirements are met and to advise senior IT Management accordingly to plan for, monitor and control the availability of IT services to meet business requirements, within specified cost constraints
  • Strong ITSM Process depth and breadth for Availability and Service continuity management functions
  • Manages end to end Availability Management functions for a given account or a set of accounts
  • Experience in planning and modelling
  • 2+ years of experience in an IT supervisory role is strongly desired
4

Service Availability Manager Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of service availability manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for service availability manager
  • To adopt/lead a business and customer oriented approach to delivering services and cost optimization
  • To ensure that the deployed IT services are aligned to the business needs and actively support them
  • Ensure that IT solutions underpin, and anticipate, the business processes
  • Partner with the IT Business Portfolio Domain leaders as an IT agent for change to facilitate business transformation
  • Be the first point of contact for service escalations to enable swift decision making and course correction
  • Input to and influence evolution of Service Designs to mature service quality based on learnings from incidents and problems experienced
  • Oversee performance against committed SLAs
  • To lead the investigation, diagnosis, root cause analysis phases for critical service outages affecting Business Domain supported
  • To recommend “best fit” solutions (which may be over phases and short/medium/longer term timelines) and drive cross functional IT teams to implement these solutions
  • Account experience is a major plus
Qualifications for service availability manager
  • Applied knowledge and understanding of the business continuity and risk management areas such as, ISO22301 – Business Continuity Management
  • Certified Business Continuity Professional (CBCP) or similar certification preferred
  • ITIL Foundation certifications a huge plus
  • Knowledge of various monitoring tools (e.g., SCOM, Solarwinds, vRealize Operations, New Relic, Observium, Tripwire) a plus
  • Bachelor's degree and at least 8 years related IT experience or equivalent combination of education and experience
  • Strong understanding of Business Domains and applications supporting these Domains
5

Service Availability Manager Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of service availability manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for service availability manager
  • Release Management and after-hours deployments
  • Develop effective tooling, alerts, and response to both identify and address Availability risks
  • Evangelize cloud and devops-centric best practices to improve reliability and performance and cost-efficiency of our stack
  • Perform scalability testing to measure limits of software
  • Maintain up-to-date support documentation, deployment checklists and run books
  • Well-developed, strong influencing skills and personal integrity
Qualifications for service availability manager
  • Familiarity with application infrastructure and architecture and the ability to articulate on these topics
  • Full stack awareness and the ability to identify and diagnose issues at multiple layers
  • Must be able to operate in a high pressure environment and comfortable explaining complex technical issues to senior management
  • Excellent and proven problem solving and investigative analysis, root cause analysis skills
  • Understanding of healthcare industry and evolution of technologies to support that industry to maintain perspective of future innovation
  • Excellent human relations and verbal/written communication skills, internal and external negotiation skills

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