Availability Manager

DXC.technology; Saudi Arabia; On-site; SAR 150,000 - 200,000; Full time

Job summary

A global IT services company in Saudi Arabia is seeking an Availability Management professional. The role involves defining business availability requirements, measuring and improving IT infrastructure availability, and developing availability plans. The ideal candidate will have strong communication skills, operational efficiency focus, and ITIL certification. This position emphasizes in-person collaboration with flexibility.

Qualifications

• Experience in operational outsourcing and service management.
• Strong knowledge of ITIL and project management.
• Ability to motivate and support other consultants.

Responsibilities

• Define business availability requirements at a component level.
• Measure and improve availability of IT Infrastructure.
• Develop and maintain Availability plans.

Skills

Operational efficiency

Excellent communication skills

Customer facing skills

Fluent English

Education

ITIL Foundation certification

Tools

Service Management knowledge

Job description

Job Description:

Availability Management role

Responsibilities

• Work with the customer to define business requirements
• Define availability requirements at a component level
• Measure, monitor and improve the availability of the IT Infrastructure, services and supporting organization. This would include the effectiveness and on-going testing of deployed resilient infrastructure solutions.
• Identify industry benchmark information, availability improvement options, availability shortfalls, and corrective actions
• Validate that design requirements meet required business availability levels
• Effectively manage the availability of IT Infrastructures and Services (reliability, maintainability, and serviceability). Ensure IT Services are designed to deliver levels of availability required and cost-justified by the business
• Ensure shortfalls in availability are recognized and appropriate corrective actions are identified and progressed in order to achieve target service levels
• Determine availability improvement options and obtain related costs
• Develop / maintain Availability Plan
• Ensure operational effectiveness and efficiency of Availability Management process
• Effectively build common understanding, proactive support, and commitment to implementation of required changes. Develop and execute strategies that overcome barriers and resistance to change
• Build a network of relationships and alliances with customer account teams, delivery and operations. Understand business needs and preferences. Learn about end user special needs and preferences and incorporate into system design. Build trust by meeting all commitments and proactively identifying and resolving problems
• Ensure & Validate test strategies / plans are in place. Follow testing process set procedures and templates to develop test strategy and plan for applicable functional and performance testing
• Perform availability consulting to all stakeholders as required

Job specifics / responsibilities

• Governance Meetings: Process Review Meeting
• Establish and Review relevant Metrics
• Maintain Availability plans and Process Documentation
• Communication of process changes
• Provide process training
• Provide process consultancies
• Develop linkages and inputs/outputs to other ITSM processes and Delivery Teams
• Attends Community of Practice Meetings
• Contribute to ITSM processes set-up in the account: assemble quick reference guide, operate as is processes (if applicable), own and act upon Process Performance Indicators

Process Performance Indicators

• Readiness
  • Utilization Reports are 100% complete
  • Availability Plans are 100% complete
• Business contribution
  • Number of Availability related incidents reduced
  • Impact of Availability related incidents reduced
  • Pro-actively optimize customer environment and cost via implementing

Recommendations

• Reduced number of KPE’s where Resilience not tested or where it failed

Working relationships

Internal:

• Customer delivery leads
• Account Support Team Delivery leads
• Process Owners, ITSM Implementation team, Reporting team
• Design and Architecture Engineering teams

External:

• DXC Customers
• DXC Partners and service providers

Other requirements

• Ability and willingness to motivate and support other consultants
• Focus in operational efficiency
• Fluent English language skills

Personal skills and qualities

• Excellent communication skills: Ability to effectively interact with people at all levels and across a regional geography
• Excellent customer facing skills
• Excellent presentation skills
• Team player: Ability to effectively interact with people at all levels and across a regional geography

Technical skills (procedures and documents the employee has to be acquainted with)

• Demonstrated operational outsourcing and service management experience, ability to provide high quality solutions in a short timeframe
• Strong Service Management knowledge including ITIL certification by recognized bodies
• As a minimum requirement, candidates should have ITIL Foundation certification from recognized bodies. Project management experience and preferably certificates

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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