Role Summary The Availability Manager (L3) is responsible for ensuring the reliability, resilience, and continuous availability of business-critical IT services. This role drives proactive monitoring, availability reporting, risk mitigation, incident analysis, and service improvement initiatives to meet agreed SLA targets and enhance customer experience. Key Responsibilities • Monitor and manage service availability against SLA and KPI commitments. • Analyze outages, identify trends, and drive root cause elimination. • Lead availability reviews and continuous service improvement initiatives. • Collaborate with Incident, Problem, Change, and Engineering teams to minimize service disruptions. • Identify risks and implement resilience and recovery strategies. • Prepare and present availability dashboards, reports, and executive updates. • Drive automation and proactive monitoring to improve service reliability. Required Skills • Strong understanding of ITIL Service Management practices. • Experience in Availability, Incident, Problem, and Service Operations Management. • Expertise in monitoring and observability tools (e.g., Splunk, Dynatrace, Azure Monitor). • Excellent analytical, stakeholder management, and communication skills. • Ability to manage critical incidents and drive service improvements. Qualifications • Bachelor's degree in IT, Computer Science, or related field. • 7+ years of experience in IT Operations or Service Management. • ITIL certification preferred. Success Measures • Achievement of availability and SLA targets. • Reduction in recurring incidents and downtime. • Improved service resilience, stakeholder satisfaction, and operational efficiency.
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HCLTech is a global technology company, home to more than 226,600 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
