Service Level and Availability Manager- Nomiso

Position Overview:

We are seeking a proactive Service Level and Availability Manager to plan, measure, monitor, and continuously improve the availability of our network infrastructure and supporting services. The ideal candidate will ensure that agreed-upon service requirements are consistently met and will oversee the drafting, coordination, monitoring, and reporting of Service Level Agreements (SLAs) to maintain and enhance service quality.

Responsibilities:

• Lead root cause analysis (RCA) for service availability failures and implement corrective actions to prevent recurrence.
• Collaborate with third-party vendors and service providers to ensure external service agreements align with internal SLAs and performance goals.
• Implement automation and monitoring tools to proactively identify potential service disruptions and improve overall service uptime.
• Plan and implement strategies to improve the availability of network infrastructure and related services, ensuring alignment with organizational goals.
• Measure and monitor service performance against established SLAs, ensuring that requirements are consistently met.
• Draft, negotiate, and agree on SLAs with stakeholders, clearly defining service expectations and quality metrics.
• Coordinate with various teams to ensure effective service delivery and continuous improvement in service availability.
• Conduct regular reviews of service achievements and provide reports on performance against SLAs, highlighting areas for improvement.
• Facilitate communication between stakeholders to ensure alignment on service requirements and performance expectations.
• Identify and implement best practices for service level management and availability improvement.
• Provide input for capacity planning and risk management related to service availability.

Must have Skills: 

• Overall with 8+years of experience in Service Level Management, Availability Management, or related fields.
• Strong understanding of ITIL frameworks and best practices for service management.
• Proven experience in drafting and managing SLAs and KPIs.
• Excellent analytical skills with the ability to assess service performance data and identify trends.
• Strong communication and interpersonal skills, with the ability to collaborate effectively across teams.

Good to Have:

• Familiarity with monitoring tools and service management platforms (e.g., ServiceNow, BMC Remedy).
• Relevant certifications (e.g., ITIL, CCNP) are a plus.
• Experience in project management and process improvement methodologies

Education:

• Bachelor’s degree in Computer Science, Information Technology, Network Engineering, or a related field. 

Location:

• Bangalore /Hyderabad

About Nomiso:

Nomiso is a product and services engineering company. We are a team of Software Engineers, Architects, Managers, and Cloud Experts with expertise in Technology and Delivery Management. 

Our mission is to Empower and Enhance the lives of our customers, through efficient solutions for their complex business problems. 

At Nomiso we encourage entrepreneurial spirit - to learn, grow and improve. A great workplace, thrives on ideas and opportunities. That is a part of our DNA. We’re in pursuit of colleagues who share similar passions, are nimble and thrive when challenged. We offer a positive, stimulating and fun environment – with opportunities to grow, a fast-paced approach to innovation, and a place where your views are valued and encouraged.

We invite you to push your boundaries and join us in fulfilling your career aspirations!

We are an equal opportunity employer and are committed to diversity, equity, and inclusion. We do not discriminate on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristics.