We are looking for a seasoned Service Assurance Consultant with over 10 years of experience in IT service management. The role focuses on ensuring service quality, availability, and performance across critical IT systems, leveraging ITIL best practices.
Key Responsibilities
- Ensure service performance meets SLAs/OLAs across key IT services
- Proactively monitor availability and resolve issues before customer impact
- Lead incident resolution and problem management with cross-functional teams
- Analyze trends and create reports on service health and capacity
- Drive root cause analysis and continuous improvement initiatives
- Oversee ITIL processes (incident, problem, change management)
- Act as escalation point for service-related issues
- Maintain service assurance policies and documentation
- Conduct service reviews and risk assessments
- Mentor junior staff on tools and best practices
Requirements
- 10+ years in service assurance or IT service management
- Strong knowledge of ITIL frameworks (certification preferred)
- Experience with service monitoring/reporting tools
- Excellent communication and stakeholder management skills.