Service Availability Analyst (2-year contract)

Role Introduction

Reports To: Service Availability Lead

You are required to support and assist Service Availability team in the execution and monitoring of IT services availability agreed service levels to meet the needs and requirements of customers and users.

You also are requiring and using your deep technical knowledge and subject matter expertise to understand long-term availability needs, plan resource availability, and proactively address availability issues. Analysis involves the understanding of causes and effects. Using your knowledge gained from analysis to make recommendations or resolutions.

You are responsible to analyse, measure and improve all aspects of the reliability and availability of IT services offering. You are responsible for ensuring that all IT Infrastructure, Applications, Processes, Tools, and roles are appropriate to meet the agreed service level commitment targets of IT systems availability.

Key Responsibilities

• Software Asset Management: Govern and maintain policies for software asset lifecycle, ensuring compliance with licensing and optimizing usage for cost efficiency
• Audit and Compliance: Conduct regular audits to identify risks, maintain accurate records, and ensure adherence to software agreements
• Availability Management: Analyze and ensure IT services meet performance targets for availability, reliability, maintainability, and serviceability
• Incident and Problem Resolution: Support root cause analysis and provide end-to-end technical issue resolution, including recommendations and verification
• Disaster Recovery (DR): Implement and test DR procedures, including tabletop exercises and recovery sequence testing, in collaboration with relevant teams
• Service Improvement: Drive initiatives to improve service availability and performance, and support management with detailed analytics for decision-making
• Reporting and Monitoring: Develop and maintain clear service availability reports and monitor SLA/KPI compliance to drive continuous improvement
• Process Optimization: Ensure operational procedures are efficient, well-documented, and consistently applied to support business continuity
• Team Collaboration: Foster a high-performance, service-oriented culture focused on teamwork, ownership, and customer satisfaction
• Strategic Planning: Support the development of availability requirements for new services, evaluate supplier components, and maintain service level agreements

Requirements

• Minimum 5 years of IT experience with at least 3 years execution of DR/BCP
• Proven experience in managing enterprise scale IT organization with ability to collaborate in a cross-functional and matrix organization environment
• Experience and knowledgeable in managing complex IT organisation and hybrid environment such as on premise and hybrid (private, public and 3rd party) cloud environments
• Ability to apply skills and techniques to solve dynamic and unpredicted problems.
• Hands-on and technical proficiency in hardware and system software (in-house and hybrid cloud)
• Demonstrable knowledge of backup, replication technologies used in Disaster Recovery and Business Continuity
• Strong teamwork and interpersonal skills at all management levels.
• Good verbal and written communication skills in setting and managing user expectations
• IT certifications in Data Centre, ITIL, ISO, Cloud would be added advantage
• The candidate must be able to demonstrate depth of knowledge, experience and strong capability, in the following IT domain competencies:
  • Change, Release, Incident and Problem Management:
  • IT Risk & Crisis Management and Service Level Management
  • Knowledge Management and IT Service Management
  • IT Configuration Management and IT Asset Management
  • IT Service Operations Management
  • Data Centre (on premise) and Hybrid Cloud Operations
  • Agile, SAFe, ITIL 4.0 Framework

Personal & Application Information

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.