Senior Technical Analyst

Life on the team

• Are you passionate about ITIL Processes and ready to explore your capabilities?
• We are a rapidly growing team, and we support UK, Germany, US and other regions, managing various IT infra projects/ programs. We provide a platform which lets you explore and utilize your talent and skill into Availability and Capacity Management as service domain.
• Team: GMS IN - DC Availability and Capacity Management, Digital Control
• Role: Availability and Capacity Management
• Location – Bangalore

What you’ll do

• Possess strong understanding on the end-to-end IT infrastructure Capacity and Availability management process.
• Define the capacity management process alongside with the customer based on the new or changing requirements
• Contribute in service transitions on both the process and tool solution definition by engaging with the customers and project stakeholders.
• Possess end to end understanding of Infrastructure Capacity and Availability planning and process management activities.
• Prepares capacity plan that covers current use, Capacity forecasting, and support costs for new applications/releases
• Ability to forecast and build the annual infrastructure growth plan with input from other teams
• Perform and execute Capacity Management processes and procedures, as and when necessary
• Experience in architecting, implementing and managing monitoring solutions for production environments that is under the scope of Capacity and Availability management.
• Analyse existing Capacity and Availability trends and regularly provide recommendations to customers for further optimizations or improvements.
• Define Availability/Capacity process and methodology to be followed for all the Availability/Capacity requirements
• Define the Capacity threshold and baselines, Capacity/Availability Management related touchpoint per relevant ITSM Processes.
• Contribute in the design aspects for Availability and reliability to ensure the application and it’s associated components consistently perform according to its specifications to achieve the agreed availability.
• Work on the implementation of Capacity/Availability plan and publish the finalized plan for approval.
• Possess strong experience with performance tuning, implementing and managing monitoring solutions.
• Collaboratively investigates with the relevant technical groups on top of any capacity / performance related issues and ably provide solutions to the customer stakeholders
• Should be analytical in nature to proactively identify the opportunities for improvements
• Ensure to produce the Weekly, Monthly & ad-hoc metrics reporting, Capacity and Availability related metrics.
• Should have demonstrated expertise in the area of Continual service improvement of Capacity, Availability and Performance Management process

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What you’ll need

• We are looking for resource with minimum 6 yrs to 9 yrs experience in Availability and Capacity Management.
• Good understanding of ITIL and service management principals.
• Excellent team worker, able to work in virtual global teams in a matrix organization.
• ITIL v3/v4 foundation certified (mandatory).
• Shall possess excellent soft skills as this is a direct client facing role.
• Open to learning ITIL Processes within DC.
• Willing to work on multiple accounts.

About us

• With over 20,000 employees across the globe, we work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology, and helping our customers to source, transform and manage their technology infrastructure in over 70 countries. We deliver digital technology to some of the world’s greatest organisations, driving digital transformation, and enabling people and their businesses.

Learning and development

• Our people are our strength which is why we offer leadership training, coaching, mentoring, professional development, and international opportunities. Whichever direction you choose to go in – whether it’s a well-trodden path or a completely new part of the business – we’ll support you. Our managers champion their people, powering their personal development and helping them to reach their full potential. 

You belong

• We passionately believe in the power of diversity and inclusion. We celebrate our differences because we know a diverse workforce with different experiences and perspectives helps us win together. And to do that, you need to feel comfortable to bring your whole self to work – and you can only do that when you feel supported, valued, and have a sense of belonging which is what we strive to achieve.
• Your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. All that matters to us is that you share our vision and our values, and that you bring the experience and skills we need.
• We are proud to be a Disability Confident Employer, we welcome applications from people with a disability – and guarantee to interview applicants who have a disability and meet the essential requirements for the job.