SLA and Availability Management Analyst

About The Role

SLA and Availability Management Analyst

Key Responsibilities

• SLA Management: Ensure adherence to SLAs and KPIs for internal and external customers.
• Availability Management: Monitor and optimize IT services to achieve high availability and performance.
• Process Improvement: Define, implement, and continuously improve SLA and availability management processes.
• Data Analysis: Analyze service performance data to identify trends, bottlenecks, and opportunities for improvement.
• Reporting: Generate comprehensive reports on service availability, performance, and SLA adherence.
• Incident Management: Collaborate with incident management teams to minimize service disruptions and restore services quickly.
• Capacity Planning: Assess future capacity needs to ensure optimal performance and availability.
  

Qualifications And Experience

• 6+ years of experience in SLA and availability management
• Strong familiarity with ITIL best practices and frameworks
• Proficiency in ITSM tools, particularly ServiceNow
• Advanced skills in data analysis and reporting tools (PowerBI, Excel)
• Excellent communication and problem-solving skills
• Capacity to function both alone and collaboratively
• Knowledge of infrastructure components (servers, networks, storage)
• Experience in capacity planning and performance tuning
  

What We Offer

• Competitive salary and benefits package
• Opportunity to work on cutting-edge projects
• A collaborative and supportive work environment
• Potential for career growth and development
  

Join a Global Leader

Technology:

Job Type:

Job Location:

Work Mode:

Experience:

Work Shift: