Senior Specialist-Technology Service Management Att
New York, NY

Job Description

The Availability and Capacity

Manager is responsible for ensuring that the requirements of availability and

capacity management are met. This includes ensuring that new and existing

services deliver the levels of availability agreed with the business in service

level agreements and that there is sufficient network capacity to meet current

and future demand.

Capacity Management involves

collecting, trending, analyzing and reporting capacity measurements; defining

and Maintaining Event Threshold Alerts; and projecting future resource needs

from available capacity management data.

The purpose of Availability

Management is to match or exceed the availability requirements of the Supported

Systems against the current and future identified needs of the Customer business.

Availability Management enhances the availability of Services by planning

long-term Service availability, measuring and monitoring Service availability,

and formulating Service availability design criteria that meet the agreed

requirements.

Roles and Responsibilities:

* Determine the availability requirements and capacity demands for

new and existing network services to minimize service outages
* Incorporate availability and capacity requirements in new services

to create services that are designed to meet the availability and capacity

needs of the business
* Be responsible for availability and performance monitoring,

investigate related incidents and diagnose problems, to improve the

availability of network services to the business.
* Provide detailed system reporting to users and technical groups to

highlight availability and reliability against agreed targets
* Develop and maintain a Capacity Plan for the Supported Systems to

meet IBM's current and future business requirements.
* Notify IBM when any Supported System resource reaches the Event

Threshold for capacity and when additional capacity is required to perform

Services.
* As input into the Capacity Plan, monitor and analyze utilization

and trend forecasts linearly (or where available, taking input from

application modelling), for capacity for the Services and document the

capacity levels and performance of Supported Systems for IBM's use in

determining future capacity requirements
* Coordinate the procurement of additional capacity to be approved by

IBM.
* Where Event Thresholds are exceeded, ensure the raising of an

Incident and where available or practical, either: apply the defined set of remedial

actions; orrecommend corrective action and request IBM's approval where such

action incurs additional spend beyond that provisioned by way of remedial

action.And in either

scenario notify IBM when any Supported System resource reaches the

mutually agreed critical usage levels.

* Analyze,

Plan and measure Availability of all Systems and co-ordinate downtime of

all Systems that interoperate so as to minimize downtime and disruption to

Customer.
* Monitor,

analyze and report availability.
* Where the Services do not meet or exceed the Service Levels

relating to Availability, diagnose and Resolve related Incidents and

Problems.
* Recommend actions to maintain or as necessary improve availability

in order to meet or exceed the Service Levels.
* Produce a monthly availability and capacity performance reports and

more frequently as necessary to support Resolution of an Incident or

Problem.
* Attend regular meetings with the customer to establish future

business demand and/or availability/capacity requirements.

Qualifications:

* Cisco CCNA certification as a minimum
* ITIL® Foundations v3 Certified
* At least 3 years of professional IT technical experience in a large IT operation
* Understanding of the ITIL best practices;
* Experience in a customer service environment
* Exceptional communication skills - both written and verbal. Able to work effectively at all levels in an organization.
* Excellent active listening skills.
* Problem-solving and root cause identification skills.
* Strong analytic and decision-making abilities.
* Must be a team player and able to work with and through others.
* Ability to influence others and move toward a common vision or goal.
* Experience with large-scale organizational availability and capacity management.
* Must have strong Excel skills
* Service Now and AOTS experience would be a plus
* Competent with Microsoft Office

Job ID 1934829 Date posted 07/10/2019