IT Service Availability Engineer

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.

• 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.
• 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.
• 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.
• Provide regular updates to leadership 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.

• 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 , 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.

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.