Job Summary

Maintain the practices outlined in the Service Availability Framework, process, procedures and adjoining artefacts, controls and KPIs to ensure that delivery of services are properly assessed, monitored, and managed against key Technology targets and Business/Client SLA to meet committed deliverables. Manage the Service Availability In-Sight Portal controls, engaging stakeholders as necessary that are reflected accurately in the various slicers built. Maintain all Service Availability artefacts for sustained quality and socialisation.

Main Duties The objectives of the Service Level Availability Management Sr Associate are:

- To help define and deploy the Service Level Availability Management practice within the organisation and be accountable for execution and compliance of the practices defined across the IT organisation
- To ensure ITSM (Incident, Problem, Change) are designed to deliver the required levels of Availability required by the business and to meet Client SLAs
- To provide a range of IT Availability controls, KPIs, and reporting to ensure that agreed levels of Availability, reliability and maintainability are measured and monitored on an ongoing basis
- To optimise the Availability of the IT Application Infrastructure to deliver cost effective improvements that deliver tangible benefits to the business and User
- To achieve over a period a reduction in the frequency and duration of SINCs (Major Incidents) that Impact on IT Availability and Client Service Levels
- To ensure shortfalls in IT Availability are recognised and appropriate corrective actions are identified and progressed
- To create and maintain a forward looking Availability Plan with stakeholders aimed at improving the overall Availability of IT Applications and Infrastructure components to ensure that existing and future Business Availability requirements can be met.





Knowledge/ Technical Skills
- Mapping an end to end view (application dependencies and underlying infrastructure) to ensure the overall SLA/Availability targets can be met for recovering the service to expected RTOs
- To be responsible for ensuring the Service Level and Availability Management process, its associated techniques and methods are regularly reviewed and audited, and that all of these are subjected to continuous improvement and remain fit for purpose
- To be responsible for determining the Availability requirements from the business for new or enhanced IT Services
- Creation of Availability and recovery design criteria to be applied to new or enhanced Infrastructure design
- Ensure data defined and accessible in the Service Availability In-Sight Portal targets of Availability reflected accurately for IT Applications and Infrastructure with its components that underpin a new or enhanced IT Service as the basis for any Service Level agreements
- To be responsible for the establishment of key matrices and reporting that reflect business
- To be responsible for the monitoring of actual IT Availability achieved vs targets and to ensure shortfalls are addressed
- To promote Availability Management awareness and understanding within the Technology and Business organisation
- To maintain an awareness of technology advancements and IT best practice and tooling to automate, e.g. ITIL.
- Experience of operating with a high level of autonomy,



and proactiveness while still working as part of a team
- Experience in using Service Now/CMDB to levels of extracting data and providing Dashboards, Data manipulation to present
- Technical expertise in working with Excel (pivot tables)/Service now/ADO/PowerBI/PPT/MIRO/SQL Sequel scripting / Confluence / Sharepoint / Dashboard creating and reporting, additionally awareness in AI and automation
- Microsoft Office applications and communication tools i.e. Teams, Sharepoint etc

Experience

Required

ITIL accreditation or Computer Science or equivalent, or a related discipline. At least 6+ years of experience, as a Service Delivery specialist/member or an equivalent combination of education and work experience across the ITIL capabilities, Incident, Major Incident, Request, Problem, Release, Change, Capacity and Configuration.

- to have a positive understanding of the ITIL disciplines
- to have a tooling awareness and automation driven to maximise efficiency
- to have practical experience of defining process workflows
- to have practical experience of continuous improvement methods and techniques
- to have a good understanding of statistical and analytical principles and processes
- to possess good interpersonal skills for written, oral and face to face communications
- to possess skills in influencing and negotiation methods and techniques
- to have a analytical mindset, build and report on key metrices to baseline and seek improvements where necessary
- to have the ability to understand how the IT technology supports the business

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Sr Associate, ITSM Service Delivery, Governance (Pune)
🏢 Northern Trust
📍 Pune