Requirements

Expected technologies

Microsoft Excel

Our requirements

Qualifications:

Experience in IT Infrastructure, with emphasis on operational management. Acted in an availability management capacity in a customer service or IT environment for at least 12 months. Clear commitment to Service Management Framework approach to IT Infrastructure management essential, previous experience strongly desirable. ITIL V3 or 4 Foundation Certificate would be an advantage. ITIL Intermediate would be an advantage. Experience in using an Availability Management system. Experience in dealing with technical and non-technical teams. Good knowledge and experience of how to manage SLAs and KPIs. Ability to update existing process documentation and training materials. Excellent Excel skills.

Communication skills:

Strong interpersonal and communication skills. Work well with teams. Analytical thinker with strong leadership skills. Ownership mentality. Ability to work under pressure. Excellent presentation skills.

Language skills:

Fluent German and English both verbal and written.

Optional

• Experience in managing availability processes and schedules.
• Experience in driving process improvement.
• Experience in transitioning new services into operational support.
• Experience in managing escalations and service reporting.
• Ownership of availability management tools and resour

Your responsibilities

Service Delivery

Manage and monitor the availability of IT services to ensure they meet agreed targets. Coordinate with various teams to ensure that availability issues are resolved promptly and effectively. Ensure that all availability-related incidents and problems are logged, prioritized, and resolved within agreed timescales. Escalate any issues that may impact the availability of services. Ensure all availability management activities comply with internal controls and customer/regulatory requirements. Organize and chair Availability Management meetings, ensuring that agendas and papers are issued to participants in good time. Review, monitor, and communicate the progress and final outcome of availability-related incidents and problems to all relevant parties. Ensure that back-out plans are in place and have been considered within the overall implementation plan to minimize impact to service availability. Ensure that full approval is granted prior to implementing changes that affect availability. Ensure availability-related documentation is completed and updated. Utilize global processes for Availability Management. Liaise with all parties to ensure that information and approvals for availability-related incidents and problems are communicated and understood by all stakeholders. Allocate appropriate priority to availability-related incidents and problems in collaboration with the requester to ensure appropriate scheduling. Reject impractical availability-related requests. Create and distribute daily, weekly, and ad-hoc reports.

Customer/Supplier Relationship

Minimize disruption to customer environments due to availability-related incidents and problems. Keep costs of availability management activities down. Establish credibility with the client, delivery teams, and third-party suppliers. Understand the client's business and the impact of availability-related incidents and problems on their environment. Have knowledge of customer’s contractual requirements.

Service Excellence

Prioritize own work to meet internal/external deadlines. Identify and resolve problems effectively.