Service Availability Manager Resume Sample
Pattie Nolan
52062 Wunsch Pine,
San Francisco,
CA
+1 (555) 939 0502
Work Experience
Service Availability Manager
12/2017
-
PRESENT
Houston, TX
- Responsible for socializing solution and process based strategies for functions
- Within defined roles and responsibilities
- Contributor into the development of the Service Operation Strategy and contributor into supporting organizational strategies
- Responsible for socializing solution and process based strategies for functions within defined roles and responsibilities
- Ensure that all new services are operated to deliver the levels of availability required by the business, and validate the final service design to meet operational needs of the DTOC to ensure excellent service delivery
- Lead the Enterprise Availability function and team; this includes managing and developing the resources supporting the Enterprise service
- Partner with other Incident, Problem, and Availability Management organizations in the Enterprise and with TWDC suppliers
Senior Service Availability Manager
04/2013
-
11/2017
Detroit, MI
- Participate in the response to RFS’s on behalf of the delivery organization
- Drive audit and ISeC compliance
- Generally good communication,
- Language skills: good English & good German or Spanish is an advantage,
- Team player, punctual
- Provide a holistic view of the customer’s environment and make recommendations to improve overall service. Do this through the following actions (but not limited to)
- Strong Incident Management foundation of IT Service Management Processes / ITIL concepts and practices
- Diverse technical capabilities across Mainframe, Distributed, Interactive, Web, Network, Security for infrastructure and application components
- Be assertive and challenge the status quo, while still maintaining strong and effective relationships
Education
National American University - Sioux Falls
2007 - 2012
Bachelor's Degree in Information Technology
Professional Skills
- Strong leadership and facilitation skills across support teams
- Ensuring processes and resources exist in order to effectively manage the request, change and incident processes across multiple technology disciplines
- Experience in IT Problem Solving
- Execute major incident process including communication to executives and key stakeholders within defined timeframes. Drive resolution of priority incidents
- Demonstrate a sound understanding of functional / business objectives that drive and shape technology requirements
- Strong Major Incident Management foundation
- Experience with and knowledge of the AXP environment and applications
How to write Service Availability Manager Resume
Service Availability Manager role is responsible for leadership, security, technical, compensation, mainframe, analysis, reporting, design, technologies, automation.
To write great resume for service availability manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Service Availability Manager Resume
The section contact information is important in your service availability manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Service Availability Manager Resume
The section work experience is an essential part of your service availability manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous service availability manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular service availability manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Service Availability Manager resume experience can include:
- Demonstrated experience working with ITSM suites, e.g., - ServiceNow
- Strong understanding of Business Partner Lines of Business and Card Programs
- Knowledge and experience working with a wide-range of enterprise t
- Sound, demonstrable experience with various monitoring, performance, or capacity tools
- Extensive experience supporting Enterprise IT services
- Profound experience of having worked in Service Now
Education on a Service Availability Manager Resume
Make sure to make education a priority on your service availability manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your service availability manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Service Availability Manager Resume
When listing skills on your service availability manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical service availability manager skills:
- Influence without authority using proven collaboration skills
- Coordinating the Customer related operational issues, with having the business impact and good sense of customer care as priority
- Experience in monitoring existing tickets and escalate to management if in risk of missing the SLA
- Good at formulating clear Customer communications and keeping Stakeholders updated throughout the life cycle of an Incident
- Experience in managing and Tracking Change and release until Closure
- Working experience in IT industry with 5 years in service management or project management is highly appreciated
List of Typical Experience For a Service Availability Manager Resume
1
Experience For Senior Service Availability Manager Resume
- Expertise in developing high performing teams
- Knowledge on MSC configurations / call routing , IN , MINSAT , Post-Paid billing , MNP , Mediation , Activation process
- Managing high-level technical teams
- Mastery in leading virtual teams and geographically dispersed teams
- Grasp and assess business impact by clear and thorough probing of stakeholders
2
Experience For Lead Service Availability Manager Resume
- Display of Command and Control while chairing Incident bridge calls
- Make decisions based on business needs and explain the reasoning/judgement behind the decisions
- Manage the delivery commitments of the GDC according to the contract or SOW (Statement of work)
- Define and manage Process around IPC and accountability for customer satisfaction by integrating various IBM teams
- : Team Building, Change control , Crisis Management
- Adherence to published account Escalation, Quick Reference Guides, and Remediation processes
- Diverse technical capabilities across Mainframe, Distributed, Interactive, Network for infrastructure and application components,
- Customer specific workflow control (if a Problem, Incident or Change affects more internal or external teams/partners, SM coordinates the activities)
3
Experience For Service Availability Manager Resume
- Daily review on Incidents
- Two to four years’ experience implementing, administering, and supporting production web servers, back-end support systems, and databases on multiple operating systems in a production data center environment is highly desired
- Create constructive relationships, influence, and communicate with varying levels of associates and management
- Solve complex, cross-functional problem-solving initiatives
- Participate in the evaluation all services and solutions recommended by the Automation and Tools Engineering organization and providing feedback prior to transitioning into the service delivery organization.
- Maintain clear and focused thinking under stressful/high pressure situations
- Comfortable with 24/7 shift
4
Experience For Senior Service Availability Manager Resume
- Fluency in both English and Ukrainian
- Understands SLA requirements and works to ensure those requirements are met when possible
- Managed incident resolution from initial occurrence to successful outcome
- Collaboration between all the service line components, related to solution and proactive approach for performance and
- Change control , Crisis Management
- IT knowledge in the field of Infrastructure
- In depth knowledge of KPIs, SLAs and its importance to customer’s business
5
Experience For Lead Service Availability Manager Resume
- Translate technical information into business/layperson language
- Derive streams and actions based on the inputs provided by the support teams
- Retain control of any situation and lead the support teams through it
- Drive IBM teams and IBM managed third parties towards service restoration
- Responsible for service delivery , all service management processes
- Ensure Audit Readiness for Service delivery. Exposure to SOX,Corporate audits is highly desired
6
Experience For Service Availability Manager Resume
- Unix Platform team Service Delivery Exposure is essential
- Service Management Exposure : IPC Knowledge
- Knowledge on Unix Platform and Operations Environment
- Audit & Compliance management
- Proficient English, incident problem management, comfortable speaking to the client daily; proven communication skills; able to provide direction to teams; require 3-‐5 years delivery experience
- Knowledge in sending RCA Email to Sev 1 Owner with Standard Format
7
Experience For Senior Service Availability Manager Resume
- Exposure to ITIL framework for Incident and Problem Management
- Communicate complex ideas or issues in clear, simple, and understandable terms to non-technical audiences
- · Advanced or intermediate knowledge in IT service management, especially in Incident / Change / Problems processes
- · Basic knowledge in IT infrastructure (networks, HW / SW
List of Typical Skills For a Service Availability Manager Resume
1
Skills For Senior Service Availability Manager Resume
- Promote a strong combination of functional leadership, technical expertise and business process skills across the team
- Demonstrated experience working with ITSM suites, e.g., - BMC Remedy or ServiceNow
- Demonstrated experience with various monitoring, performance, or capacity tools
- At least 6 months experience in apply client focused techniques
- At least 6 months experience in manage client relationship
- Experience in Service Delivery Management and MI Management
2
Skills For Lead Service Availability Manager Resume
- Strong working knowledge of Server, Storage, Network, Middleware, Application and Cloud technologies
- Experience in an information technology environment
- Leadership experience within an IT shared services organisation
- Experience with Storage , network and application monitoring tools and the ability to interpret associated reports
- . Previous technical experience in managing environments in distributed platforms
3
Skills For Service Availability Manager Resume
- Experience – 9+ Years
- Experience in IT operations management
- Experience in Service Delivery Management and MI Management
- Experience in Service Delivery, Account Management
- Experience in Service Availability Management
- Experience in working in Incident Management , Problem Management and Change Management
- Incident, problem, change management experiences
4
Skills For Senior Service Availability Manager Resume
- Project management skill is requirement
- Incident management and incident communication experience in medium to large enterprise environment
- Work and coordinate priorities well under pressure
- Strong knowledge of IT Service Management Processes / ITIL concepts and practices
- Reviewing SOW & updating it
- Verifying technical veracity/vitality of the change through the technical team(s) deploying the change
5
Skills For Lead Service Availability Manager Resume
- Communicating change freeze windows and assisting clients with exception process, as needed
- Reviewing failed changes with Client if necessary, including lessons learned and procedure updates
- Acting as the Client's advocate into Service Delivery for SLA (service level agreement)
- Ensuring adherence to the GTS Global Change Management Process and any account-specific change policies documented in the SLA/SLO
- Acting as the focal point for coordination, communication, and approval of changes between the Client and Delivery
- Ensuring that all support teams adhere to the incident management process on every incident
6
Skills For Service Availability Manager Resume
- Driving Internal and external governance calls with team and customer
- Secure correct claiming on account and assist CBO in opening / closing of claim codes
- Manage daily business operation and run the established daily cadence in the account with the governing of the GBS and GTS ITD in Brno
- Continue the drive the ongoing service improvement program
- Secure business compliance through change management and continues monitoring of all services
- Manage services with all supporting organizations and 3rd parties as required
7
Skills For Senior Service Availability Manager Resume
- Responsible for coordinating operational readiness activities to meet go-live requirements
- Drive root cause analysis for all Major & Reoccurring Incidents
- Time working within an ITIL framework or Six Sigma organisation
- Follow up projects in RFS and secure proper and timely handover to BAU
- Understands and applies knowledge of information technology and associated solutions related to the Client’s business and/or industry to attain objectives
- Strong technical capabilities within Mainframe specifically, with some understanding of Distributed, Interactive, Network for infrastructure and application components
- Provide technical insight to possible solutions for restoration
- Lead technical resources under service restoration and
- Availability Management: Provides operational leadership and oversight for management programs as well as facilitates operational readiness assessments and hyper care activities
8
Skills For Lead Service Availability Manager Resume
- Enterprise Systems Management (ESM): Provides event management capabilities through the use of a robust tool set, event correlation and alerting
- Ensure service availability is met for defined scope of services
- Minimize Time To Detect (TTD), Time To Engage (TTE), Time To Mitigate (TTM)
- Direct and influence appropriate support teams (Acxiom and third party) to ensure service levels are met
- Provide service availability expertise on projects and initiatives
9
Skills For Service Availability Manager Resume
- Accountable to ensure all aspects of the operational readiness are complete
- Review and approve critical changes proposed to the Production IT Environment to determine risks & impact
- Communicate changes and scheduled maintenance to stakeholders
- Coordinate Major Incident Reviews (MIR)
- Ensure appropriate MIR documentation is completed
- For all service outages ensure allocation to the appropriate domains availability numbers
- Demonstrate strong partnership with other Service Delivery teams in the successful execution of standard processes (incident management, problem management, release management, change management, etc…) (just location change in the doc since they are closely related
- Assist the DPE in updating/maintaining/Collecting SLA/SLO
- Collaborate and maintain working relationships with appropriate technology vendor contacts and internal Acxiom contacts
10
Skills For Senior Service Availability Manager Resume
- Service Availability Manager is responsible for the following Problem Management activities
- 3 Service Availability Manager is responsible for the following Change Management activities
- Ensuring adherence to the GTS Global Incident Management, Problem Management Process, Global Executive Alert Notification Process, and any account-specific problem policy documented in the SLA/SLO
- Awareness of changes to the environment and mitigation of change risks and conflicts
- Ensure that availability achievements meet or exceed targets and, where they do not, assist with the diagnosis and resolution of related incidents and problems, and make recommendations on technology improvements
- Ensure ongoing monitoring, support and maintenance of infrastructure which are foundational to the breadth of the DTSS services
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