Role Introduction

Reports to: Service Availability Lead

Department: IMT - Information Technology

The purpose of Service Availability Analyst role is 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.

Service Availability Analyst requires and uses his/her 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. The Availability Analyst uses his/her knowledge gained from analysis to make recommendations or resolutions.

The main responsibility of Service Availability Analyst is to analyse, measure and improve all aspects of the reliability and availability of IT services offering. He/she is 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

• Analyses and ensures IT services and component availability, reliability, maintainability and serviceability meet all agreed performance targets and service levels.
• Drive the individual improvement initiatives service and component availability, including the investigation of all breaches of availability targets and service non-availability, and review of remedial activities.
• Support managers / lead to deliver the improvement outcome and produce detail analytic insight for management to make decision.
• Ensures regular testing and simulation of automatic/manual fail-over and recovery sequence procedures are completed as planned and scheduled.
• Contributes to the availability management process and its operation and performs defined availability management tasks.
• Analyses service and component availability, reliability, maintainability and serviceability.
• Ensures services and components meet and continue to all agreed performance targets and service levels through monthly availability report.
• Provides subject matter expertise to understand the causes and effects of availability faults and issues
• Support the root cause analysis for availability-related incidents and problems
• Foster the adoption of compliance of availability requirement and ensure the creation of availability requirements for new and modified IT services and Cis.
• Participates in the evaluation of supplier-provided components for availability
• Provides end to end support from problem diagnosis, recommendation of technical information, resolve technical issue and verify the result to ensure issue resolved completely and successfully.
• Implements arrangements for disaster recovery and documents recovery procedures.
• Conducts Paper drill, table top testing of recovery procedures.
• Support reliability and maintainability reviews of various Applications and Infrastructure technologies and services.
• Works on Disaster Recovery and Sequence Testing, including working with Infrastructure & Operations, Solutions Centre and BCP teams to identify and maintain the tier categorization of our applications and technologies.
• Support the coordination of Disaster Recovery exercises.
• Develop and maintain a service availability reports that are easy to understand
• Accomplish complex tasks through collaboration and team work.
• Identify and remove impediments that block the team's ability to achieve their goals
• Quarterly update DR plan and Recovery Sequence testing
• Develop and maintain the Service Availability process in accordance with the overall business continuity management requirements.
• Establish and maintain appropriate IT Service and customer experience to ensure business functions are not impacted
• Ensure operational procedures and practices are well defined, lean, efficient, documented and consistently applied
• Instil a high-performance culture in the team with a focus on teamwork, service excellence, empowerment, and ownership for resolving customer issues
• Identify and deliver IT Service improvement opportunities to grow and/or enhance IT Service to customers and automate backend service request process
• Monitor the effectiveness of the IT Service against SLA/KPI, driving through change culture with support owners
• Recommend and maintain Service Level compliance and exemption, with all internal and external support partners that are responsible to delivery IT service obligations to CPA

Requirements

• Minimum 5 years of IT experience with at least 3 years execution of DR/BCP
• Proven experience in managing enterprise scale IT organisation with ability to collaborate in a cross-functional and matrix organisation 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
• Tertiary qualifications are essential.

Application Deadline: 16-Apr-2025

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.

*Terms and Conditions Apply

For any frontline recruitment related enquiries, please reach out to us by Whatsapp +852 2747 2298