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Event, Availability and Capacity Process Manager

Company Overview

For 30 years, clients in the private and public sectors have relied upon SOS International LLC (SOSi) for critical operations in the world’s most challenging environments. SOSi is privately held, was founded by its current ownership in 1989, maintains corporate headquarters in Reston, VA, and specializes in providing logistics, construction, training, intelligence, and information technology solutions to the defense, diplomatic, intelligence and law enforcement communities.

All interested individuals will receive consideration and will not be discriminated against on the basis of race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, genetic information, or protected veteran status. SOSi takes affirmative action in support of its policy to advance diversity and inclusion of individuals who are minorities, women, protected veterans, and individuals with disabilities.


5-190211-8518: Event, Availability and Capacity Process Manager
LocationU.S. - Arizona - Fort Huachuca
Open Date2/14/2019
  
JOB DESCRIPTION

STG, a wholly owned subsidiary of SOS International LLC (SOSi), is seeking an Event, Availability, and Capacity Management Process Manager located in Ft. Huachuca, Arizona. 

ESSENTIAL DUTIES

The Event, Availability, and Capacity Management Process Manager is the appointed organizational process manager responsible for the execution of these IT service management processes, based on the ITIL v3 framework. The process manager develops, maintains, and improves process activities to ensure the achievement of agreed upon service levels in alignment with established policy and key performance indicators (KPIs). Duties include, but are not limited to:

  • Establishes, documents, and refines the processes and procedures required to ensure quality service delivery
  • Develops metrics and reporting methodologies to measure process performance and improvement
  • Works directly with customer process owners and organizational process managers to ensure efficient and effective management of inter-process inputs, outputs, and relationships across the ITIL service life cycle and in alignment with organizational policies, stakeholder goals, and customer requirements
  • Works directly with ITIL process analysts to mentor them in the gathering, interpretation, trending, and reporting of process related data
  • Works directly with the ITIL process expert to ensure process improvement initiatives align with best practice guidance within the ITIL process life cycle
  • Works directly with back office technical support teams to implement, maintain, and improve event management across all IT systems, resulting in the proactive, effective, and efficient identification and notification of service affecting events
  • Works directly with back office technical support teams to monitor, manage, and report on availability and capacity related metrics, as well as to implement methods and techniques for the effective and efficient forecasting of related resources to meet service quality objectives and budgetary requirements
  • Ensures organization is sufficiently trained to conduct event, availability, and capacity management activities
  • Provides organizational leadership with analyses of the information collected through the execution of process activities and recommend courses of action for the purposes of making operational, tactical, or strategic decisions
  • Prepares and presents periodic reports for organizational leadership, discussing process performance, significant actions, and process improvement efforts
  • Other duties as assigned
MINIMUM REQUIREMENTS
  • HS +5 years' technical experience or AA/AS +3 or BA/BS +1
  • ITIL Foundation certification required w/in 90 days of hire
  • ITIL Intermediate OSA or PPO certification required w/in 6 months of hire
  • Secret clearance or ability to obtain interim
  • Experience working in a dynamic military environment
  • Excellent communication and presentation skills, both written and verbal
  • Excellent PC skills utilizing the Microsoft Office suite (Word, Excel, PowerPoint, Visio, Project)
    ADDITIONAL INFORMATION

    PREFERRED QUALIFICATIONS

    • Experience in a systems operations environment responsible for availability and performance monitoring and resolving event-based incidents
    • Experience with enterprise monitoring platforms such as SCOM or Spectrum
    • Experience in compiling and presenting availability and capacity related reports
    • Experience in creating process related documentation; such as policies, procedures, and work instructions.

    WORK ENVIRONMENT

    • Work environment is normal office setting

      
    Company Name:
    Security Clearance:
    Secret
    Location:
    Fort Huachuca, Arizona
    Country:
    United States
    Salary:
    Not Specified
    Job Number:




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