REMOTEOK.TXT

We are looking for a Service Level & Availability Manager to support a global enterprise’s infrastructure operations and drive reliability across complex, hybrid environments. This role blends technical depth with operational rigor and collaboration across business and IT to ensure resilient, always-on service delivery.

This is a USA-based role.

Responsibilities

Own end-to-end Service Level and Availability Management across on-premises, cloud, and third-party systems.
Develop and maintain availability plans that align with business priorities and risk mitigation strategies.
Monitor system health and performance using tools such as PowerBI, Datadog, Splunk, PagerDuty, and ServiceNow.
Partner with Infrastructure, DevOps, and Application teams to embed availability practices into change, incident, and release processes.
Define and track key metrics (uptime, reliability, MTTR/MTTI) and present trends and recommendations to technical and leadership teams.
Foster a culture of proactive monitoring, resilience engineering, and continuous improvement.

Required Experience

5+ years of experience in Availability Management, Service Level Management, or related IT Service Delivery functions.
Proven track record implementing availability frameworks aligned with ITIL or similar best practices.
Solid understanding of infrastructure, cloud (AWS/Azure), and modern architectures (microservices, containers).
Hands-on experience with monitoring, alerting, and analytics tools (PowerBI, Datadog, Splunk, PagerDuty, ServiceNow).
Excellent communication and analytical skills, with the ability to convey technical insights to non-technical audiences.
ITIL or cloud certifications (AWS/Azure) preferred.

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