MANAGER, SERVICE AVAILABILITY

MANAGER, SERVICE AVAILABILITY 

Bothell, WA

Information Technology - IT Project Management

EXP 2-5 yrs

DEG Bach

BONUS

Travel

Job Description

 The Manager will lead a world class support organization of approximately 10 staff organized in two teams; IT Problem Management and IT Service Continuity Management. Each team is aligned with a process within the ITIL framework.

Qualifications While the quality and accomplishments of a person’s career will be the determining factor, the finalist must have the following requisite qualifications:

3-5 years of IT Management experience. 

2-3 years prior experience managing Problem Management and IT Service Continuity processes

2-3 years prior experience driving Process Improvement initiatives. Successful track record of creating and implementing process improvement initiatives

Knowledge of software development and delivery principles and methodologies

System Analysis experience in the support/operation of an enterprise wide carrier class application, prefer a wireless environment (6-8 years preferred)

Knowledge of wireless telecommunications industry (Prefer 6-8 years)

Knowledge of wireless billing principles and processes (Prefer 6-8 years)

Oral communications: Proven ability to express ideas verbally, including good presentation skills

Written communications: Proven ability to produce a variety of business documents that display a command of language, clarity of thought and orderliness of presentation

Intermediate to advanced skills working with Excel, Word, Visio and PowerPoint

Intermediate to advanced skills working with Remedy

Intermediate to advanced skills working with BI reporting tools

ITIL v3 Foundations certification required

ITIL Operational Support and Analysis certification required

ITIL Planning, Protection and Optimization certification required

ITIL Expert certification preferred

BS in technology or industry related experience is required.

Responsibilities As a leader, the Manager will focus on strategy and planning while developing and coaching your team. The Manager will set team priorities by translating broader business initiatives into clear team objectives and concrete individual goals, aligning appropriately with other groups for efficient, coordinated action. More specifically, this role will assume the following responsibilities:

General

Support the adoption, acknowledgement and adherence to ratified standards and policies related to IT Service Management.

Function as a subject matter expert for Problem Management and IT Service Continuity process areas

Support new process integration initiatives and the ongoing improvement to existing processes

Support process integration efforts with other IT Service Management processes

Provide oversight on the analysis and reporting for Incident Management, Problem Management and IT Service Continuity

Attending CAB meetings

Attend and support a daily IT operations review conference call

Support the maintenance of, and strategic direction for, the ITSM automation tools that enable Problem Management and IT Service Continuity

Problem Management

Manage the identification and resolution of Problems and Known Errors

Oversee the Root Cause Analysis (RCA) for major incidents

Manage Post Mortem reviews with multiple stakeholders on high impacting incidents to assist in driving towards identifying Root Cause, the associated Irreversible Corrective Actions, and the creation and publishing of detailed Executive Summary Reports

Track and communicate the status of problem resolution efforts with all levels of the organization, from highly technical to key business leaders.

Build and grow proactively focused Problem Management practices

IT Service Continuity Management

Manage the role of IT Service Continuity within the Business Impact Analysis for all existing and new services

Manage the implementation and maintenance of the ITSCM process, in accordance with the overall requirements of the organization's Business Continuity Management process, representing the IT Service Management function within the Business Continuity Management process

Ensuring that all ITSCM plans, risks and activities underpin and align with all BCM plans, risks and activities are capable of meeting the agreed and documented targets under any circumstances.

Performing risk assessment and risk management to prevent disasters where cost-justifiable and where practical.

Developing and maintaining the organization's IT Service Continuity strategy

Assessing potential service continuity issues and invoking the Service Continuity Plan if necessary

Manage the Service Continuity Plan and activities during a continuity event

Performing post mortem reviews of service continuity tests and invocations, and instigating corrective actions when required

Ensuring that all IT service areas are prepared and able to respond to an invocation of the continuity plans

Maintaining a comprehensive IT testing schedule, including testing all continuity plans in line with business requirements and after every major business change

Manage quality reviews of all procedures and ensuring that these are incorporated into the testing schedule

Communicating and maintaining awareness of ITSCM objectives within business areas and IT service areas