Service Availability Manager Resume Samples

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T Dach

Talon

Dach

550 Thompson Throughway

Dallas

+1 (555) 134 7148

550 Thompson Throughway

Dallas

Phone

p +1 (555) 134 7148

Experience Experience

Boston, MA

Service Availability Manager

Boston, MA

Reynolds, Nolan and Kassulke

Boston, MA

Service Availability Manager

Interlocking with senior Management in GTS to discuss process improvements for productivity gains
You will help to ensure quality of service maintained and manage cost of delivery by looking at better ways to provide service in a cost-efficient manner
Manage delivering to contract performance standards and client measurements
Drive/Manage service quality and improvement of service delivery processes
Assist with management of costs including annual DOU/interlock plan negotiations between service delivery and the DPM
Drive/Manage Integrated service quality and improvement of service delivery processes
Manage and coordinate incident, problem and change improvement across in scope delivery organisation

Dallas, TX

Lead Service Availability Manager

Dallas, TX

Reinger Group

Dallas, TX

Lead Service Availability Manager

Own and manages business critical incidents until service is restored
On call for 24/7/365 for all S1 and S2 incidents
Facilitate discussion to identify options for resolution
Understand the business impact of escalated incidents
Drive service restoration through a team of subject matter experts and generates timely and accurate communications
Provide integrated management and coordination of Incident Management, Problem
As directed by the DPM, drive/manage subcontractors/third party providers

present

Phoenix, AZ

Senior Service Availability Manager

Phoenix, AZ

Greenholt-Hand

present

Phoenix, AZ

Senior Service Availability Manager

present

Collect, analyze and provide performance metrics to customer, service line and SO management teams
Monitor the effectiveness of the Major Incident management process and make recommendations for improvement
Review incident trend analysis and manage improvement
Publish monthly Major Incident Management metrics
Coordinate technical activities and resources and manage organizational communication to ensure timely resolution of all Major Incidents
Drive the efficiency and effectiveness of the Major Incident Management process
Drive continuous improvement of processes and methodologies related to incident, problem, change, and release mgmt

Education Education

Bachelor’s Degree in Technical Knowledge

Rowan University

Bachelor’s Degree in Technical Knowledge

Skills Skills

Ability to pick up new areas and work on a Consultant Profile as well for Continuous Improvements Actions
Good negotiation skill and problem solving skill
Demonstrates knowledge of sales processes, including the IBM Client Value Method
Knowledge in PMI
Applied knowledge of financial and business controls and IT Solutioning processes and operations
Applied knowledge and understanding of the ITIL disciplines within a commercial environment
4+ years of Service/Project Management experience
2/ Project management - some experience in managing projects (pm, proj coordinator)
Understands and applies knowledge of information technology and associated solutions related to the Client’s business and/or industry to attain objectives
Legal Working Status

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Service Availability Manager Resume Examples & Samples

7 years of experience in technology related fields
5 years of experience in operationally focused positions
Preferred 7 years IT work experience, 5 years Service Availability Management of Workplace Services
Strong customer service orientation, seeking opportunities to serve clients is preferred
Sound understanding and working knowledge of statistical and analytical principals and processes is preferred
Preferred ITIL v3 Intermediate or Expert, Service Operation Qualification, Operational Support and Analysis Qualification
Preferred PMI Certification

Service Availability Manager Resume Examples & Samples

The Disney Technology Operations Center (DTOC) is an integrated operations center, which is charged with the mission of monitoring DTSS services, reducing incidents and shortening the impact of events, and minimizing service disruption to our customers. Included in the DTOC is L1 and L2 Network and Hosting operations
The Client Service Operations provides workplace-enabling services in the form of messaging, collaboration, remote access and end user compute services. In addition, the Client Service Operation team oversees the primary 24x7 Service Desk and facilitates the knowledge management program
The Availability Management organization provides operational leadership and oversight for the availability management, problem management and operational change management programs. In addition, the Availability Management organization facilitates operational readiness assessments and hypercare activities
The Enterprise Systems Management (ESM) organization provides event management capabilities through the use of a robust tool set, event correlation and alerting. In addition, the ESM organization provides dashboarding services and oversees the infrastructure tools portfolio
Establishing and maintaining relationships with the Tools and Automation Engineering and Architecture team to ensure that Service Operations is a key partner in monitoring and automation
Ensuring the successful operation, support and maintenance of the monitoring, correlation, eventing and dashboarding tool sets
Ensuring that availability achievements meet or exceed targets and were they do not assist with the diagnosis and resolution of related incidents and problems as well as make recommendations on technology improvements
Participate in the evaluation all services and solutions recommended by the Automation and Tools Engineering organization and providing feedback prior to transitioning into the service delivery organization
Respond to changing business requirements while maximizing value and reducing incidents, disruption and re-work cause by poor event management practices
Implementing continuous service improvement measures that increase efficient service operations and improve service availability
5-10 years of progressive experience in an IT related field
2 years practical experience in automaton and monitoring management; demonstrates comprehensive knowledge of change management concepts and objectives
2 years personnel and/or project management experience
Demonstrated experience troubleshooting complex applications
Demonstrated experience leading cross-functional teams across multiple groups
Demonstrated experience as mentor and coach; effectively shares feedback on technical and process skills
Practical experience with influence and negotiation methods
Superb written, verbal, interpersonal communications skills; excellent presentation skills
Able to work in a team environment inside a dynamic, fast-paced business. Shares responsibility well and is flexible in work assignments
Clearly and successfully articulates complex issues to a variety of audiences and teams
Able to engage individuals and teams to evangelize processes, provide guidance constructively and in the context of the business need. Participates in functional cross-teams often
Proven knowledge of core Internet and networking protocols (DNS, DHCP, TCP/IP, ARP, HTTP, HTTP/S, SSH) and IP communication is required
Proven ability to contribute to the solution of ambiguous problems in a fast paced challenging environment
Proven ability to learn new technical information quickly and effectively apply new knowledge to a variety of situations
Able to create formal processes that assure a quality product and operational integrity
Able to produce and review process and procedural documentation, including knowledge base articles, workflows, and overview presentations, all with great attention to detail
Superior judgment, collaboration, team building, negotiation, conflict resolution, and decision-making skills as well as the ability to work under continual deadline pressure
Applies skills as a seasoned experienced professional with a full understanding of industry practices and company policies and procedures. Resolves a wide range of issues in imaginative and as well as practical ways
Able to remain productive despite ambiguity; uses professional concepts and company objectives to resolve complex issues creatively and effectively
Able to scope tasks, technical requirements and estimate timelines independently for medium-to-large size projects
Six Sigma or other formal process oriented certification or training is highly desirable – minimum of ITIL Foundations designation is required
Must be willing to earn ITIL Change Intermediate designation by the end of Year 1
Two to four years’ experience implementing, administering, and supporting production web servers, back-end support systems, and databases on multiple operating systems in a production data center environment is highly desired
Some experience managing a queue-based workload in an enterprise Operations Center desired
Proven experience working with ITIL best practices
Experience developing and administering curricula
ITIL Foundation V3 certified or better

Service Availability Manager Resume Examples & Samples

Responsible for aligning Availability Management strategies for the organization and partnering with peer organizations
Responsible for influencing and socializing Availability Management solutions, practices, roles, responsibilities, and processes
Ensure that all new services are designed to deliver the levels of availability required by our business and technical partners
Participate in creating, maintaining, and regular reviews targeting the overall readiness of services for existing and future business needs
Participate in the development and governance of service level agreements
Ensure Availability Management practices are aligned with organizational goals and objectives
Responsible for the development of Availability Management run-books
Identify the need for process improvement plans, create and socialize plans, and manage the execution of the improvement plans
Produce and maintain, on a regular basis, up to date Availability reports including but not limited to trend analysis, readiness of services, and operational performances
Remain engaged with leaders of operational areas to ensure Availability Management processes are up to date, relevant and actively used in the overall service model
Maintain knowledge of industry best practices regarding event management
Ensure hypercare operations are socialized and executed as expected
Assist with the management of overall Service Availability objectives and team members both directly and indirectly
Lead, coach and motivate team members on a proactive basis
Responsible for the performance planning and evaluation process for Service Availability Cast Members
Work with staffing partners to ensure the proper level of performance is obtained from contract resources; work with service providers to ensure the proper level of performance and value is obtained
Understand the different approaches required to lead, motivate, and manage direct hires, contractors, and managed service
3 – 5 years of practical Availability Management experience
1 – 3 years of practical Incident Management and Problem Management experience
Demonstrated experience with IT operational and design metrics and reporting
Strong leadership skills with the ability to motivate others
3 + years of experience in a large IT shared services organization
Demonstrated ability to communicate effectively at a variety of levels including; intricate technical and procedural matters to both technical and non-technical personnel
1 + years of experience managing technical staff
ITIL Certified V3
Bachelors Degree in Computer Science or related field and/or 5+ years of working experience in identified disciplines

Service Availability Manager Resume Examples & Samples

In addition to the functional responsibilities, the Service Availability Manager has responsibility to lead and develop members of the DTOC and participate in an on-call rotation.
3-5 years practical experience in incident management
3-5 years practical experience in problem management
3-5 years practical experience in enterprise scale network operations
Proven experience with troubleshooting complex networking issues
Proven experience with troubleshooting complex applications
Demonstrates management skills, both from a resource management perspective and from the overall control of a process
Proven experience and understanding of root cause analysis techniques
Proven experience with coordinating resolution of major incidents
Proven experience with management of technical resources
Strong leadership skills with the ability to motivate and encourage others
Ability to manage competing priorities and workflow
Solid interpersonal skills for written, oral, and face to face communications
Experience working in a shift environment
Good understanding of how IT technology supports the Enterprise and the Business Segments
ITIL Foundations V3
Experience with outsourced IT environments highly desired

Service Availability Manager Resume Examples & Samples

Own and execute the IT Crisis Management process and are responsible for maturing and supporting the IT crisis management plan and its integration into the overall crisis management program
Major Incident Management
Publish monthly Major Incident Management metrics
Maintain the Major Incident Management process and procedures
Experience in enterprise scale IT departments highly desire

Service Availability Manager Resume Examples & Samples

Provide DPE with single point of contact and be the advocate between Service Delivery and the DPE/PE/Client
Assist with management of costs including annual DOU/interlock plan negotiations between service delivery and the DPE
Contribute to positive client satisfaction and client relationship
Manage delivering to contract performance standards and client measurements
Drive/Manage Integrated service quality and improvement of service delivery processes
Participate in the (O)/U cost/recovery management with the DPE/PE
Manage and coordinate incident, problem and change improvement across in scope delivery organisation
Manage successful outcomes of the Client Delivery Plan/ lifeline metrics
Continually identify ways to reduce costs delivering the services and improve service
1/ Relationship management - experience required in dealing with clients
2/ Project management - some experience in managing projects (pm, proj coordinator)
3/ People management - some supervisory, team lead or management experience

Service Availability Manager Resume Examples & Samples

At least 2 years experience in Service Delivery, Account Management
At least 2 years experience in Effective written/oral communications & directing recovery efforts
At least 2 years experience in Analytical thinking & negotiation skills
Italian: Intermediate

Senior Service Availability Manager Resume Examples & Samples

Ensuring major incidents are effectively managed and coordinated with the required urgency and that all stakeholders are kept informed of progress in an organized and timely manner
Preventing problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented
Ensuring that proactive measures to improve the availability of services are implemented
Drive the efficiency and effectiveness of the Major Incident Management process
Coordinate technical activities and resources and manage organizational communication to ensure timely resolution of all Major Incidents
Monitor the effectiveness of the Major Incident management process and make recommendations for improvement
3-5 years practical experience in incident management
Proven ability to be detail, deadline, and results-oriented
Practical experience with influence and negotiation methods and techniques
Ability to serve as mentor and coach
Strong customer service orientation, seeking opportunities to serve clients
Solid understanding of available and emerging IT technologies
ITIL Foundations V2 or higher
Proven knowledge of UNIX and Windows Operating Systems a plus
Proven knowledge of virtualization platforms a plus
Proven knowledge of middleware technology monitoring tools a plus
Bachelors Degree in Computer Science or related field

Service Availability Manager Resume Examples & Samples

Be single point of contact for delivery and be the advocate between Service Delivery and the Customer
Provide leadership and direction to Delivery teams
Handle Operational Issues related to delivery center
Provide technical support and participate in the Change Control Board and/or change control process
Ensure continuous communication & coordination with client in the event of a high focus incident/ major incident along with ensuring seamless communications between customer & the technical resolver groups
Participate in account plan/strategy
As directed by the PE drive/manage subcontractors/ third party providers
Been into customer facing role managing Infrastructure delivery from remote or on-site
Experience in handling Global Customers
24 x 7 availability during escalations
Open to travel at short notices as and when needed

Service Availability Manager Resume Examples & Samples

Provide the DPE single point of contact for delivery and be the advocate between Service Delivery and the Customer
As directed by the DPE/PE, drive/manage subcontractors/ third party providers
IT Service Management
ITIL (Infrastructure Library) Service Manager
Distributed Client Services
Problem and Change Management
Process Management
Project Management & Budget Planning
People management / Leadership
8 to 10 years of IT Experience out of which 4 years of hands on Service Delivery experience in Infrastructure domain is a must
Service Delivery experience in Infrastructure domain is must
Infrastructure domain knowledge is essential
Strong leadership skill
Understanding of the ITIL disciplines

Service Availability Manager Resume Examples & Samples

ITIL Foundation trained (IBM Internal) or Certified
Solid understanding of Incident, Problem and Change Management process and how they drive business time to market
In depth knowledge of KPIs, SLAs and its importance to customer’s business
In depth knowledge of Data Modelling (CMDB)

Service Availability Manager Resume Examples & Samples

Provide DPM with single point of contact and be the advocate between Service Delivery and the DPM/PE/Customer
Assist with management of costs including annual DOU/interlock plan negotiations between service delivery and the DPM
Contribute to positive customer satisfaction and customer relationship
Drive/Manage service quality and improvement of service delivery processes
Participate in the (O)/U cost/recovery management with the DPM/PE
Manage and coordinate problem and change across the delivery organisation
Deliver on service commitments
As directed by the DPM, drive/manage subcontractors/third party providers
Participate in Technical proposal preparation and submit to DPM for review and approval
Provide account leadership/direction and technical support
Participate in the response to RFS’s on behalf of the delivery organization
Drive/participate and coordinate audit readiness and GSD331 compliance

Service Availability Manager Resume Examples & Samples

Confirming that IT services meet availability target levels
Proactively enhance IT service availability
Producing and maintaining an Availability Plan which prioritizes and plans IT availability improvements
Confirming that availability-related Incidents and Problems are addressed
Collecting and maintaining availability measurement data for both internal and customer availability measurement reports
Assessing the availability impact of new Change Requests
Being responsible for monitoring IT availability levels, comparing actual levels against targets and addressing shortfalls
Certificate of good conduct (Erkölcsi bizonyítvány)
Has a customer oriented personality
Has very good negotioation and presentation skills

Lead Service Availability Manager Resume Examples & Samples

Drive service restoration of business critical events utilizing all available processes and documentation
Ensure required technical resources are engaged and actively working to restore service for business critical events and perform functional and hierarchical escalations as needed
On call for 24/7/365 for all S1 and S2 incidents
Facilitate discussion to identify options for resolution
Own and manages business critical incidents until service is restored
Understand the business impact of escalated incidents
Drive service restoration through a team of subject matter experts and generates timely and accurate communications
Five or more years of technology experience including 24×7 command center, production operations and service-desk experience
Experience in an information based business environment
PMI training and/or certification

Service Availability Manager Resume Examples & Samples

Ensure relevant governance /interlock with Sending Geo, end customer and technical service lines
Interlocking with senior Management in GTS to discuss process improvements for productivity gains
Project-oriented leadership of customer teams from different locations. Review service line
Integrate services to meet service level agreements and budgets
Responsible for service quality, service delivery performance and drives service excellence
Define, Own Service/Quality, Process Improvement plan
Client Facing Exposure and Strong Relationship Management skills are a must
Service Reporting (internal and to the customer) in accordance with the contract
Control of budget (project expenses, indirect expenses, etc.)
Continuous efficiency increase, project expenses reduction as well as optimization of the utilization of

Service Availability Manager Resume Examples & Samples

Bachelor degree or above, major in Computer Science and Technology related
At least 5 years of working experience in incident, problem, change management
Advanced communications skills, proven customer relationship management, leadership, business acumen, financial management
Deep knowledge with the ITIL methodology
Fluent speaking, writing and reading English
PMP or ITIL certificate is preferred
8 years of working experience in service delivery is highly preferred

Service Availability Manager Resume Examples & Samples

Single point of contact for service delivery for all Service lines/Technology
Manage all delivery communications with sending geo and end customer
Ensure relevant governance /interlock with Sending Geo and technical service lines
Interlocking with senior Management in ITD-GD to discuss process improvements for productivity gains
Review service line performance (overall view) and devise improvement plans as required
Define, Own Service/Quality Improvement plan
Authoring SOW, Periodic review & updates through Change Process
Manage the delivery commitments of the GDC according to the contract or SOW
Responsible for service delivery audit readiness
Ensures Compliance to all Business Controls activities
Strong technology understanding with in Distributed Server Environment. / Storage and Backup
Experience in handling Unix and Windows environment preferably AIX and Linux
Data center management and data center support experience
Understanding of working with mission critical setup working with global clients
Ensure Audit Readiness for Service delivery

Service Availability Manager Resume Examples & Samples

Provide DPE/PE/customer a single point of contact and be the advocate between Service Delivery providers and the DPE/PE/Customer
Ensure positive customer satisfaction and customer relationship is maintained
Continually identify ways to reduce cost delivering the services and improve service
Provide technical support and participate in the Change Control Board and/or change control process- Provide account leadership/direction and technical support
At least 3 years experience in analytical thinking / program management
At least 3 years experience in effective written/oral communications
At least 3 years experience in delivery with a technical background in systems/servers, and high level knowledge to understand the terminology
At least 1 year experience in working knowledge of Incident, Problem and Change, and managing Major Incidents (ITIL certified)
At least 3 years experience in negotiation skills
English: Fluent ,
Bachelor's Degree or equivalent job experience

Service Availability Manager Resume Examples & Samples

Relevant experience in Service and/or Project Management role minimum 5 years
Knowledge of banking business
Experience in organizing and creating Service Model, setting KPIs, SLAs all contract period

Service Availability Manager Resume Examples & Samples

Client Satisfaction for Service Delivery
Understand client requirements, business opportunity identification, guidance, support and closure
Own service quality for service provided by the delivery organization
Ensure continuous communication & coordination with client
Drives productivity in coordination with service lines
Device action plan based on CSAT report
Ensure positive client satisfaction and client relationship is maintained for service delivery Eligibility
Looking for resource with above experience
Problem Determination & analysis skills
Excellent team working & Positive Attitude
Ability to quickly assimilate technical & non-technical

Service Availability Manager Resume Examples & Samples

MS Windows operational system knowledge
MS office applications knowledge
Infrastructure Technologies knowledge
Reporting skills
Advanced communication and negotiation skills
Ability to work in a team
Leadership and ownership
Fast learning
ITIL knowledge

Service Availability Manager Resume Examples & Samples

Ensures that all IT services meet availability target levels
Provides requirements to ensure that new or modified IT services will meet availability targets
Ensures that new or modified IT services follow availability tests and plans after a major business change
Works to proactively enhance IT service availability
Produces and maintains an Availability Plan which prioritizes and plans IT availability improvements
Ensures that availability-related incidents and problems are addressed
Ensures the creation, maintenance, and use of an Availability Management Information System (AMIS)
Assesses the availability impact of new change requests
Participates on the Change Advisory Board (CAB) as needed
Is responsible for monitoring IT availability levels, comparing actual levels against targets, and addressing shortfalls
Works with other processes as needed, especially Security Management, Financial Management, and IT Service Continuity Management
Carries out the Process Manager responsibilities for Availability Management
4+ years of Great soft Skill
4+ years of Communication Skills
4+ years of Service/Project Management experience
4+ years of English skills
4+ years of Client Management skills

Service Availability Manager Resume Examples & Samples

Basic knowledge of vLANs / DMZs & networking concepts
Basic knowledge of Network Load Balancing
Upgrade & Migration of Servers
Any Proxy Administration
AntiVirus Management (SSCM & McAfee)
SAN & Storage Concepts

Service Availability Manager Resume Examples & Samples

Daily administration,
Client faced communication,
Problem analysis,
Maintain data backed analysis in support of account management team,
Act pro-actively to avoid backlogs

Service Availability Manager Resume Examples & Samples

Understanding on ITIL principles
Understanding of controls & audit readiness
Understanding of team and people management
Understanding of IBM and competitor IT landscape
Willing to work in shifts in line with the service delivery team
Passion towards innovative solutions
Excellent collaboration skills among multiple teams to bring in solutions and add client value, out of box thinking for

Service Availability Manager Resume Examples & Samples

Deliver an Enhanced Recovery Model for resolution of Major Incidents of complexity or long duration
Provide integrated management and coordination of Incident Management, Problem
Management, Change Management, and Availability Management processes
Ensure that services and components are designed and delivered to meet their availability targets
Be bridge gaps between delivery teams and drive rapid recovery during incident
Provide a holistic view of the customer’s environment and make recommendations to improve overall service. Do this through the following actions (but not limited to)
This position requires a mix of technical, business and program (i.e.: Problem, Change and Incident Management)
Applied knowledge and understanding of the ITIL disciplines within a commercial environment
IT Experience with IBM or external Customer facing roles, IT Project Management
Applied knowledge of financial and business controls and IT Solutioning processes and operations
Experience of delivering IT Services from a Delivery Center
Good negotiation skill and problem solving skill
At least 7 years of working experience in IT industry including 3 years in service management or project management

Service Availability Manager Resume Examples & Samples

Bachelor's Degree in Business Administration or Systems Engineering
Provide DPE single point of contact and be the advocate between Service Delivery and the DPE/Client
Manage cost including annual DOU as appropriate between service delivery and the DPE
Drive/Manage service quality, performance, and improvement of service delivery processes
Participate in Over/Under (O/U) cost/recovery, identify ways to reduce cost, and improve service
Deliver on service commitments and participate in account plan/strategy
As directed by the DPE, drive/manage subcontractors/third party providers
Provide technical support and participate in the Change Control Board or change control process
Participate in response to Requests for Service on behalf of the delivery organization
Drive audit readiness and ISeC compliance

Service Availability Manager Resume Examples & Samples

Ability to pick up new areas and work on a Consultant Profile as well for Continuous Improvements Actions
Some Technical certification
Knowledge in PMI
ITIL v.3 Certification

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