Description
Proteus Europe is searching for a Senior Service Availability Manager for a 3 month eventually renewable contract role based in Luxembourg.Our Client :-
- Present in Luxembourg for 20 years
- The second largest IT Consulting firm at country level
- A major player in the Financial and Public sectors
- Organized into 3 services lines: Infrastructure, Development and Testing
- Awarded - Best Workplace- 5 years in a row !
Your New role :-
Main responsibilities:
- Ensure availability of Services/Applications is achieved as contracted by the Customer
- Leader for SLA related to Availability Services/Applications
- Collaborate with the Major Incident Manager for resolution of complex Major Incidents
- Provide integrated management and coordination of Incident Management, Problem Management, Change Management, Availability Management processes
- Act as functional lead of Service Management Team and ISM Processes for an its customer
- Maintain working relationship with client on Operational matters, assisting SDM and DPE functions owning client issues.
- Use specific information from Major Incidents in conjunction with the Problem Manager to drive technical teams so that they can build high quality RCAs.
- Assist DR team for annual testing plan
- Lead process quality improvements - reduction in overall Incidents, failed changes etc.
- Lead process awareness across all teams and provide education if required
- Responsible for operational processes and oversee their execution
Missions
- Take the lead as Service Availability Manager on Services and Applications for Customer
- Re-active mode following breaches in Availability : Incident Management, Change Management, Problem Management
- Pro-active mode to avoid breaches in availability: Event Management, Monitoring, Capacity in collaboration with the Global capacity Manager, Technical Capacity Managers by Platform, PE and Finance for monthly validation
- Reporting mode: take the lead on all SLAs regarding availability of Services and for all reports regarding these Services.
- Be the SPOC for Application Migration to Customer Infrastructure Platform (3 year project)
- Maintain a global and accurate view of the state of Services (Availability, SLA, Capacity and Application Migration project) to be the SPOC for internal functions (PE, DPE, SDM, SLM) and for the Customer
Your Skills and experience :-
Essential Skills :-
- Minimum 5 to 7 years of experience in Service Management, Technical Team Leader, line Manager or equivalent function.
- Minimal 2 to 3 years of experience with delivery of mid to large size IT infrastructure company.
- Project leader skills recommended
- Excellent knowledge of English (oral and written).
- Excellent documentation and presentation skills.
- Good technical knowledge of various IT domains such as Windows, Unix, Linux, Mainframe, Middleware, Storage, Telecom, Security, etc.
- Strong client- and service-oriented mindset.
- Excellent proven soft skills (team building, motivation, communication, influencing, negotiation, trust building, conflict management, coaching, leadership, decision-making, etc).
- Flexible to travel, if required.
Proteus Europe operates in partnership with our candidates by building strong and lasting
relationships at all levels.
If you apply for this role, we will:
- Contact you within one week to discuss your current situation and suitability for this role.
- Keep searching for other suitable positions should this role not be right for you.
- Keep you informed at every stage of the recruitment process.
- Actively follow up with our client on your behalf to gain useful feedback throughout the
process.
If you are looking for a new role, but this role isn't quite right for you, please contact us in
confidence for a discussion about how we can help you.