Sr. Service Availability Manager

Title : Sr. Service Availability Manager

Duration : 12 month(s) +

Location : Bethesda, MD ( 1-3 days a month)

Job Summary:

The Senior Service Availability Manager leads a team of consultants in executing the IT Incident Management process and facilitates the execution of the Change, Release and Problem Management processes. Additionally, the Senior Service Availability Manager ensures the IT Communications Plan is executed at a high level of consistency and provides feedback for improvements. The Senior Service Availability Manager coordinates services from third-party providers or vendors and participates in establishing the required service level agreements and tracking related performance. The role ensures that new systems meet production onboarding requirements before production deployment. The Senior Service Availability Manager acts as a coach and mentor inspiring staff to constantly increase their skill set and to consistently add value to the larger team. 

Required Qualifications:

• Experience in an information technology environment
• Experience in information technology focused on IT Operations
• Operations experience involving incident, problem, change, and release management
• Strong written and verbal communication skills with the ability to concisely and accurately tailor information to specific audiences
• Demonstrated success in a fast paced, highly-visible environment
• ITIL Foundations v3 certification
• Demonstrated ability to lead technical operations teams in a highly visible, mission critical environment
• Demonstrated experience in troubleshooting complex network, server, storage, and/or application issues
• Strong customer service focus and an understanding of how IT supports the end business efforts
• The ability to work outside of core business days and hours will be required.