Availability and Capacity Manager

ROLE PURPOSE

Nexio is a specialist ICT solution provider that helps clients build, support, and manage their IT infrastructures. We have operations in all 9 provinces across the country, over 200 clients and over 600 employees and as a Level 1 BBBEE we put to practice our commitment to South Africas transformation agenda, we are at the forefront of digital transformation and cybersecurity. Our solution sets will assist our customers in their digital transformation journey

Our established national footprint coupled with our unrivalled experience in the emerging markets and our exceptional technical offerings achieve our goals of profitability, operational agility, and client satisfaction. By joining our talented Nexio team, you will have the opportunity to become part of our national organization that offers you the opportunity to grow and develop your career.

At Nexio, we have identified five major reasons why our people want to work for us:

• They get rewarded for their efforts
• They have opportunity to work with high energy team
• They form part of the Vodacom/Vodafone Group
• There are opportunities to grow their careers
• They build trust and Lead with a competitive culture.

The Availability and Capacity Manager is accountable to the Service Assurance Manager and Service Manager and performs the day-to-day operational and managerial tasks demanded by the process activities.

The role is responsible for ensuring that IT services and infrastructure are available to meet the needs of the business and its users. This role involves proactive management, monitoring, and improvement of IT service availability and capacity to ensure that services are delivered within agreed-upon levels.

The role is further responsible to ensure that there is adequate IT Capacity to meet required and optimized levels of service

The manager will work closely with various IT teams to forecast demand, manage performance, and mitigate risks.

ROLE REQUIREMENT

• End-to-End Responsibility: Ensure that Service Availability and IT Capacity meet required and optimized levels of service.
• Senior Management Visibility: Maintain visibility at a senior management level.
• Customer Awareness: Understand the Customers business priorities, objectives, and business drivers, and the role IT plays in enabling these objectives.
• Customer Service Skills: Possess strong customer service skills and awareness of IT capabilities.
• Best Practices Adherence: Understand and interpret Best Practice policies and procedures to ensure adherence.
• Influence and Negotiation: Exhibit good influencing skills and negotiation capabilities as the role often lacks direct authority over staff.

• Competence and Knowledge: Possess the necessary competence, knowledge, and information to perform the role effectively.
• Service Delivery: Ensure existing services deliver agreed levels of availability as specified in SLAs.
• New Services Design: Validate that new IT Services are designed to meet required availability levels.
• Incident and Problem Resolution: Assist with investigating and diagnosing incidents and problems causing availability issues.
• Infrastructure Design: Participate in IT Infrastructure design, specifying availability requirements.
• Event Management Systems: Develop requirements for new or enhanced systems for automatic IT component monitoring.
• Supplier Requirements: Specify reliability, maintainability, and serviceability requirements for components from suppliers.
• SLA Monitoring: Monitor actual IT availability against SLA targets and provide availability reporting.
• Service Improvement: Proactively improve Service Availability and optimize IT infrastructure for cost-effective improvements.
• Availability Planning: Create and maintain an Availability Plan to meet future business requirements.
• Process Review and Improvement: Regularly review and audit the
• Availability Management process for continual improvement.
• Recovery Design Criteria: Create design criteria for new or enhanced infrastructure to ensure recovery capabilities.
• Cost Justification: Work with Financial Management to justify costs of required IT Availability levels.
• Testing Schedule: Maintain and complete an Availability testing schedule for all mechanisms.
• Risk Management: Assist with the assessment and management of risks in collaboration with Security and IT Service Continuity Management.
• CAB Meetings: Attend CAB meetings to provide impact assessments of RFCs on availability.
• Communication and Promotion: Promote and communicate the Availability Management process to all stakeholders.
• Escalation Point: Act as a focal point and escalation point for all Availability issues.
• Adequate Capacity: Ensure adequate IT Capacity to meet service requirements.
• Capacity and Demand Matching: Advise senior IT management on matching Capacity and demand, optimizing existing Capacity.
• Requirement Identification: Work with the Service Level Manager to identify Capacity requirements through business user discussions.
• Usage and Capacity Understanding: Understand current infrastructure usage and maximum Capacity of each component.
• New Services Sizing: Perform sizing on proposed new services or systems using modelling techniques.
• Capacity Forecasting: Forecast future Capacity requirements based on business plans and usage trends.
• Capacity Planning: Create and maintain a Capacity Plan in line with the organizations business planning cycle.
• Resource Monitoring: Ensure appropriate levels of resource monitoring and system performance.
• Performance Analysis: Analyse usage and performance data, reporting on performance against SLAs.
• Incident and Problem Management: Raise incidents and problems when capacity or performance thresholds are breached, assisting with their investigation and diagnosis.
• Tuning and Optimization: Identify and initiate tuning activities to optimize and improve Capacity or Performance.

PROFESSIONAL COMPETENCIES

• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Proficient in using capacity and availability management tools and software.
• Strong understanding of IT infrastructure, including servers, networks, and applications.
• ITIL Foundation certification is required. Advanced ITIL certifications in Availability Management and/or Capacity Management are preferred.
• Relevant technical certifications (e.g., Cisco, Microsoft, AWS) are a plus.

Qualifications & Experience

• Bachelors degree in Information Technology, Computer Science, or a related field. A Masters degree is preferred.
• Minimum of 5 years of experience in IT Service Management, with a focus on Availability and Capacity Management.
• Proven experience with ITIL framework and best practices.
• Experience in managing complex IT environments and infrastructure.
• ITIL Certification: ITIL Foundation Certificate, with progress towards ITIL Specialist Certificate High Velocity IT