Availablity Services Lead

2 weeks ago

Taguig, National Capital Region, Philippines Tata Consultancy Services Full time $104,000 - $130,878 per year

Key Responsibilities

  • Availability management process ownership
  • Define, implement and maintain the availability management framework across critical applications, infrastructure and services.
  • Monitor and report against availability SLAs/KPIs
  • Conduct trend analysis to identify recurring issues and prevent future incidents.
  • SLA & KPI governance
  • Ensure contractual obligations related to availability SLAs are measures, tracked and reported accurately
  • Work with stake holders to agree on SLA thresholds, penalty mechanisms, and improvement plans
  • Collaborate with observability and command center teams to align incident detection, monitoring and reporting cycles.
  • Incident and problem management alignment
  • Partner with command center and incident management teams to minimize MTTR and MTTD
  • Ensure root cause analysis is conducted for major incidents affecting availability.
  • Drive preventive and corrective actions to reduce service disruptions
  • Service resiliency improvement
  • Contribute to resiliency planning, ensuring defined RTO/RPO
  • Provide input to capacity planning, infrastructure optimization and observability enhancements.
  • Identify opportunities for automation to reduce manual interventions and improve service uptime.
  • Stakeholder reporting and management
  • Act as the single point of contact for availability reporting across business services.
  • Provide monthly and quarterly service performance reviews to leadership
  • Collaborate with business resiliency, observability and other teams to align to improvement roadmap.

Required skillset & experience:

  • 10+ years of experience in IT service management
  • Strong knowledge in availability framework (ITIL)
  • Hands on in monitoring and observability tools
  • Familiarity with incident, problem, change management processes
  • Strong analytical, reporting and stakeholder management skills.
  • Strong leadership with ability to drive process adherence and improvements.

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