IT Service Availability Engineer

JATO Dynamics; Uxbridge; On-site; GBP 45,000 - 65,000; Full time

Job summary

JATO Dynamics seeks an IT Service Availability Engineer to ensure continuous availability and optimal performance of IT services and infrastructure. The role includes proactive monitoring, incident resolution, and driving improvements in processes and tools to enhance resilience.

You will collaborate with IT operations, development, and vendors to address issues, participate in change and problem management, and maintain documentation such as runbooks and system diagrams.

Qualifications

• ItIL practices knowledge and IT service management fundamentals.
• Proficient in ticket management and incident handling processes.
• Solid understanding of enterprise IT technologies (Office 365, Intune, SCCM, Entra ID).

Responsibilities

• Service Monitoring and Incident Management: proactively monitor systems and resolve incidents to restore service availability.
• Change and Problem Management: assess impact of changes and participate in post-incident reviews.
• Tools and Technologies: use monitoring tools and continuously evaluate new solutions.
• Stakeholder Communication: provide updates on service availability and align goals with business needs.

Skills

ITIL

Ticketing

Office 365

Intune

SCCM

Entra ID

Communication

Problem-solving

Tools

Monitoring tools

Runbooks/docs tools

Job description

JATO Dynamics is a global company and the leading provider of automotive market intelligence. With an insight into over 50 overseas markets, we deliver the world's most complete, accurate and up-to-date automotive data and insights, creating significant competitive advantage to our customers.

Find out more about what we do here: JATO

Our vision. Our vision is to be the world’s most exciting leader in automotive business intelligence solutions. We aim to generate excitement through implementing pioneering ideas, problem solving and going beyond our customer expectations. Our JATO colleagues are partners in our future and stakeholders in our desires. Our strategic intent is to help customers create significant competitive advantage by constantly leading in connected data, information and knowledge provision, ultimately improving our customers’ work processes, informed decision-making and business results.

Role Overview:

The IT Service Availability Engineer is responsible for ensuring the continuous availability and optimal performance of IT services and infrastructure across the organisation. This role involves proactive monitoring, troubleshooting, and resolution of incidents, as well as driving improvements in processes, tools, and systems to enhance overall service reliability and resilience.

Key Responsibilities:

1. Service Monitoring and Incident Management:

• Proactively monitor IT systems, applications, and infrastructure to identify and address issues before they impact business operations.
• Respond to incidents, perform root cause analysis, and implement corrective actions to restore service availability.
• Work closely with IT operations, development, and third-party vendors to resolve complex technical issues.

2. Change and Problem Management:

• Assess the impact of planned changes on service availability and mitigate risks during implementation.
• Participate in post-incident reviews to identify lessons learned and implement preventative measures.
• Maintain and improve documentation, including system diagrams, knowledge bases, and runbooks.

3. Tools and Technologies:

• Use advanced monitoring and alerting tools to maintain visibility into system health and performance.
• Continuously evaluate and adopt new tools and technologies to improve service management capabilities.

4. Stakeholder Communication:

• Provide regular updates to lead and stakeholders on service availability and SLA.
• Serve as a liaison between IT teams and business units to ensure alignment of service goals with business needs.

Key Requirements:

• Knowledge of ITIL practices; certifications such as ITIL Foundation are an asset.
• Proficient in ticket management systems.
• Solid understanding of core technologies and services, including Office 365, Intune, SCCM, Entra ID, and others.
• Strong grasp of both hardware and software components.
• Experience with service monitoring tools.
• Excellent problem-solving skills with the ability to remain composed and perform under pressure in high-stakes situations.
• Outstanding communication and collaboration skills for effective interaction with technical teams.
• Exceptional interpersonal skills, particularly in supporting and understanding individual team members.
• Confident in holding team members accountable for quality and deliverables, with the ability to provide constructive feedback.
• Positive, enthusiastic, and supportive attitude.
• Strong time management skills to handle tasks efficiently.

Ability to work independently with minimal supervision.

Our values

JATO core values are Integrity, People First, Collaboration, Innovation and Excellence.

Learn more about our values here: JATO Core Values

JATO Dynamics is a global business and our success is attributed to the diversity, skills and experiences of our colleagues across the world. We are proud to be an equal opportunity employer and are committed to equal employment opportunity regardless of race, sex, age, gender identity, sexual orientation, religion or belief, disability, marital status or veteran status.