Senior Service Availability Manager

Bethesda, MD - USA

Monthly Salary: Not Disclosed

Posted on: 10 hours ago

Vacancies: 1 Vacancy

Job Summary

(Local candidates only as F2F Interview is must)

Project Overview

Client is seeking a Senior Service Availability Manager to lead and oversee IT service operations including Incident Change Release and Problem Management processes. This role is responsible for ensuring high service availability consistent execution of IT communications and adherence to service level agreements.

The Senior Service Availability Manager will lead a team of consultants coordinate with third-party vendors support production onboarding of new systems and drive continuous service improvement in a mission-critical environment.

Key Responsibilities

Leadership

Provide technical and managerial leadership to a team of consultants supporting IT operations.
Serve as a steady and professional presence during high-visibility incidents impacting revenue or brand reputation.
Mentor and coach team members to enhance technical capabilities and overall team performance.
Ensure accurate and timely communication during incident response and change/release execution.

Technical & Operational Oversight

Lead execution and integration of ITIL-based processes including Incident Change Release and Problem Management.
Facilitate coordination between delivery teams to accelerate incident resolution and minimize downtime.
Ensure new systems meet production onboarding requirements before deployment.
Document root cause analysis and communicate findings to stakeholders.
Collaborate with internal technology teams and vendors to implement lessons learned and prevent recurring issues.
Monitor SLA adherence team performance metrics infrastructure trends and uptime metrics.
Participate in system and application triage as required.
Provide recommendations to improve overall service reliability and availability.

Required Qualifications

8 years of experience in an information technology environment.
5 years of experience focused on IT Operations.
3 years of experience in Incident Problem Change and Release Management.
Undergraduate degree or equivalent experience/certification.
ITIL Foundations v3 certification.
Experience leading technical operations teams in a highly visible mission-critical environment.
Proven experience troubleshooting complex network server storage and/or application issues.
Ability to work outside core business days and hours as required.
Demonstrated success in fast-paced high-visibility environments.

Preferred Qualifications

Experience with ITSM platforms such as BMC Remedy or ServiceNow.
Experience across diverse technologies including telecommunications networking client-server architecture eCommerce infrastructures enterprise and cloud platforms and web applications.
Experience with monitoring performance or capacity management tools.
Strong working knowledge of Server Storage Network Middleware Application and Cloud technologies.
Ability to lead complex cross-functional problem-solving initiatives.

Technical & Soft Skills

Technical Skills:

ITIL-based IT Operations Management
Incident Problem Change and Release Management
ITSM tools (ServiceNow BMC Remedy)
Infrastructure and cloud technologies
SLA monitoring and reporting
Root cause analysis

Soft Skills:

Strong written and verbal communication skills
Ability to tailor communication to varied audiences
Calm and decisive under pressure
Strong customer service orientation
Ability to influence and collaborate across all levels of the organization
High level of curiosity and commitment to continuous improvement

(Local candidates only as F2F Interview is must) Project Overview Client is seeking a Senior Service Availability Manager to lead and oversee IT service operations including Incident Change Release and Problem Management processes. This role is responsible for ensuring high service availability cons...