Job Title: Manager, Service Performance – Information Technology
Location: Ikoyi, Lagos
Job Schedule: Full time
Job Category: MTN Level 3
Division: Information Technology
Reports To: Senior Manager – Service Management
Description
- Perform IT Service Performance and Capacity planning and analysis for medium to highly complex assignments
- Develop, maintain and implement an operational roadmap Plan for End-to End service Monitoring and Observability for On-premise and cloud based systems
- Develop, review and standardize from service-view all recovery process and procedural standards to SPOF, Reliability, Availability, Capacity and End-to-end service performance of IT Services
- Support the implementation of a Business Impact Analysis and Business KPI reviews
- Ensure Update service catalogue and CMDB Records is maintain for enterprise
- Actively participate in Incident & Problem management of major incidents
- Champion the Integration of SRE function as framework to improve service reliability and improve MTTR for mission critical IT systems
- Champion and drive initiative for Culture. Process for Continuous Improvement within IT enterprise
- Track and monitor the implementation of changes that may be used for monitoring and reporting service availability and performance
- Develop, track and report all operations issues that will impact IT services availability and Performance
- Develop and maintain 360 Capacity management plan for all IT Service to ensure 99.99% availability
- Develop and update IT Service Performance documents for all mission critical processes
- Lead and direct high availability performance testing for all mission critical processes
- Support in the tracking of all IT-related risk and update risk register accordingly
- Develop and update all IT Service performance PPPs
- Champion initiative for development of predictive service dashboard that monitor Realtime business performance and CEX issues
- Support initiative for implementation of self heading for improving MTTR and reduce major incident in production environment
- Own IT Service Performance and Capacity Planning target, measurement and improvement plan
- Drive value add process for ServiceNow Implementation
- Provide ongoing feedback for risk management, mitigation, and prevention
- Represent IT Service performance requirements in the annual budgeting process
- Regularly report IT Service performance to upper management
- Act as liaison for IT Service Performance processes
- Serve as a subject matter expert in IT Service Performance and Capacity Management
Educational Qualifications
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- First Degree or HND in Computer Science / Engineering, Information Systems, related field.
- Fluent in English
Experience:
- 6 – 13 years’ experience which includes:
- Minimum of 5 – 7 years’ experience in IT Service Performance and Capacity Management with experience in supervising highly performing teams
- Possess appropriate certification such as ITIL v3 or V4, SRE, DevOps, COBIT, Azure cloud architect, ITAM, Certified Agile Project Manager or, Certified Scrum Master (CSM)
- In-depth knowledge of business process modelling, IT Capacity Management, SRE, DevOps, ServiceNow
- Proficient in Open source and enterprise monitoring tools like : AppDynamics, Datadog, Dyntrace, BMC Trusight, statestack, Grafana,Kubana.,Elastic search etc.
- Strong knowledge and understanding performing risk analyses, business impact analyses and strong data Analysis
- Experience in preparing, reviewing, and reporting IT service availability and Performance
- A good understanding of available and emerging IT technologies in AIOPS and Full stack observability
- Experience and understanding of Windows, Unix, Virtual Machines, Hyper Converged Infrastructure, SAN, SDN, Network , Kubernetes Database.
- Excellent communication and presentation skills
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Deadline: March 6, 2023
Job Features
Job Category | Manager |