Specialist - Availability & Capacity Management

Job description / Role

The Specialist Availability & Capacity Management provides advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation of all breaches of availability targets and service non-availability, with the instigation of remedial activities. The incumbent develops a capacity management program and makes recommendations to management for its implementation and review.

KEY ROLE ACCOUNTABILITIES

Develops and maintains policy, standards and procedures for service component availability and capacity management, and ensures uninterrupted IT services availability to business users.
Researchs and recommends best practices/tools to forecast/predict capacity/availability demand and issues to be faced by the organization in the future.
Innovates and improves the IT Services capacity & availability practices/processes if existing one dont meet organizational expectations.
Collaborates and develops capacity and availability strategic roadmap to meet customer IT demand.
Ensures the product/service is designed in accordance to the established standards and guidelines to meet the customer needs/objectives.
Reviews information in conjunction with service level agreements to identify any capacity/availability issues and specifies any required changes.
Attends and proactively participates in Change Management (CAB) meetings and if required leads the meetings.
Works closely with project office and other IT teams to ensure new product/service design addresses the capacity and availability service solution to fit the larger business and technical environments.
Produces and maintains an appropriate and up-to-date Capacity Plan, which reflects the current and future needs of the business
Ensures that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business, and that cost justifiable IT capacity exists, and is matched to the current and future agreed needs of the business, in a cost-effective manner.
Initiates unavailability and gaps analysis and leads the efforts to fix the root cause.
Develops Component failure impact analysis
Ensures the correct implementation of standards and procedures.
Plans arrangements for disaster recovery together with supporting processes and manages the testing of such plans.
Oversees monitoring, measuring, analyzing and reporting service and component to ensure their availability and capacity.
Uses proactive activities to ensure agreed level of availability; Identifies (and maintains) the list of Vital Business Functions (VBFs).
Ensures redundant solutions
Provides advice and guidance to all other areas of the business and IT on all capacity- and performance related issues.
Assists with the diagnosis and resolution of performance- and capacity-related incidents and problems
Assesses the impact of all changes on the Capacity Plan, and the performance and capacity of all services and resources
Monitors patterns of business activity and service level plans
Keeps up to date with current trends and models in availability and capacity
Produces regular and ad hoc resource usage reports and analysis
Maintains high technical knowledge relevant to the position
Works closely with application and other IT teams.
Attends staff meetings and management meetings as required
Plans and leads capacity/availability meetings and enforces action items.
Adheres to Sidras standards as they appear in the Code of Conduct and Conflict of Interest policies

In view of the evolving needs and opportunities within Sidra during this pre-operational phase, this position may be required to perform other duties as assigned and reporting relationships may vary

Requirements

Bachelors Degree in Information Technology, Computer Science, or any other related field
12+ years experience in an IT environment
Demonstrated experience in improving Service Availability and Reliability in large organization
Demonstrated ability in Service Capacity Planning and Forecasting;
Demonstrated experience in establishing, measuring and improving Service Availability and Capacity SLAs/KPIs
Demonstrated skills in using service availability monitoring tools and software;
Demonstrated experience in managing vendors and outsourcing engagements.
ITIL foundation certification or equivalent.
Uses expertise to influence and advocate for improved practice and to advance organizational outcomes
Hands-on experience in Service Capability modules, preferably 'Operations Support & Analysis' or 'Service Offerings & Agreements'
Experience in enforcing best practices and processes
Good knowledge and hands-on experience in overseeing IT service management function.
Good Interpersonal skills.
Proficiency with Microsoft Office suite
Fluency in written and spoken English

About the Company

Sidra Medical and Research Center will be an ultramodern, all-digital academic medical center which will set new standards in patient care for women and children in Qatar, the Gulf region and internationally.

It will encompass three essential missions:

World-Class Patient Care Medical Education Biomedical Research

Sidra will work closely with its academic partner Weill Cornell Medical College in Qatar (WCMC-Q) and Hamad Medical Corporation in regard to all three missions, raising the standard of health care throughout the country and providing valuable opportunities for research and learning. Sidra is part of a dynamic research and education environment in Qatar that includes leading international institutions, such as Georgetown University, as well as other newly established national research centers.