Manager, Service Availability

MANAGER, SERVICE AVAILABILITY

Location:

Bothell, WA

Experience:

2-5 years

Degree:
Bachelor’s

Additional Benefits:
Bonus, Travel

The Manager will lead a world-class support organization of approximately 10 staff, organized into two teams: IT Problem Management and IT Service Continuity Management. Each team aligns with a process within the ITIL framework.

• 3-5 years of IT Management experience.
• 2-3 years managing Problem Management and IT Service Continuity processes.
• 2-3 years driving Process Improvement initiatives with a successful track record.
• Knowledge of software development and delivery principles.
• System Analysis experience in enterprise support, preferably in wireless environments (6-8 years preferred).
• Knowledge of wireless telecommunications industry and billing principles (6-8 years preferred).
• Excellent verbal and written communication skills.
• Proficiency in Excel, Word, Visio, PowerPoint, Remedy, and BI reporting tools.
• ITIL Operational Support and Analysis certification required;
  Planning, Protection and Optimization certification required; ITIL Expert preferred.
• Bachelor’s degree in technology or related industry experience.

• Develop and coach the team, translating business initiatives into clear objectives.
• Support adoption and adherence to IT Service Management standards and policies.
• Act as a subject matter expert for Problem Management and IT Service Continuity.
• Support process improvements and integration with other ITSM processes.
• Oversee analysis and reporting for incident, problem, and continuity management.
• Manage root cause analysis and post-mortem reviews for major incidents.
• Build proactive Problem Management practices.
• Manage IT Service Continuity within Business Impact Analysis and BCM alignment.
• Develop and maintain IT Service Continuity strategies and plans.
• Perform risk assessments and manage continuity activities during events.
• Conduct tests and reviews of continuity plans, ensuring preparedness.

All information will be kept confidential according to EEO guidelines.