Availability Manager

A career at _Lombard Odier_ means working for a renowned global wealth and asset manager, with a strong focus on sustainable investing. An innovative bank of choice for private and institutional clients, our independently owned Firm is one of the best-capitalised banking groups in the world, managing close to CHF_
- 300 billion and operating from over 25 offices across 4 continents._
- With a history spanning over 225 years, _Lombard Odier_ is an investment house providing a comprehensive offering of discretionary and advisory portfolio management, wealth services and custody. We also offer asset management services and investment strategies through Lombard Odier Investment Managers and provide_
- advanced banking technology to other financial institutions._
- “Rethink Everything” is our philosophy_ - it is at the heart of everything we do. We have grown stronger through more than 40 financial crises by rethinking the world around us to provide a fresh investment perspective for our clients._

The Availability Manager is responsible for developing and implementing availability strategies, policies, and procedures to minimize service downtime and maximize IT service quality which should be aligned with business objectives. This role involves leading a team to monitor, analyze, and optimize the performance of IT services, minimizing disruptions and downtime.

The Availability Management team is in charge of Incident, Problem and Service Level Management and is split between Luxembourg and Geneva.

The Head of Availability Management plays a critical role in ensuring the resilience and reliability of IT services to support business operations effectively. This position requires a strategic mindset, technical expertise, and strong leadership capabilities to drive availability management initiatives and deliver value to the organization.

YOUR MISSION- Develop availability management strategy: formulate a comprehensive availability management strategy aligned with organizational goals and objectives. Define availability targets, metrics, and key performance indicators (KPIs) to measure and monitor service availability.- Implement availability processes: Establish robust availability management processes and workflows to identify, assess, and prioritize risks to service availability. Develop procedures for proactive monitoring, incident management, problem resolution, and continuous improvement.- Risk assessment and mitigation: work closely with Risk Management to Implement risk mitigation measures and contingency plans to minimize service disruptions.- Incident Management: Lead incident response efforts during service disruptions or outages. Coordinate with cross-functional teams to restore services within agreed-upon service level agreements (SLAs) and minimize the impact on business operations.- Problem Management: Drive root cause analysis and problem resolution activities to address recurring incidents and underlying issues affecting service availability. Implement corrective actions and preventive measures to reduce the likelihood of future disruptions.- Service level Management: Participate in customer onboarding process to learn the customer objectives and form relationships early in the customer life cycle, working seamlessly with the Customer Relationship Manager. Meet with customers on a regular basis to carry out service reviews against SLA expectations. Monitor levels of service achieved, ensure detailed metrics and records are kept and analyzed as well as periodical reporting is executed based on SLAs.- Continuous Improvement: Establish a culture of continuous improvement within the availability management function. Identify opportunities to enhance infrastructure resilience, streamline processes, and optimize service availability through automation and innovation.- Documentation and Reporting: Maintain comprehensive documentation of availability management processes, procedures, and standards. Generate regular reports on availability performance, incidents, and trends for stakeholders and senior management.- Stakeholder Engagement: Collaborate closely with business stakeholders, IT teams, and senior management to understand business requirements, priorities, and expectations related to service availability. Communicate effectively to align availability management activities with business objectives.- Policy and Procedure development: Establishing policies and procedures related to availability management, including monitoring, measurement, and reporting.- Collaboration: Collaborating with other ITSM processes and teams, such as change management, service level management, and IT operations, to ensure a holistic approach to service delivery.

YOUR PROFILE- 3 + years’ experience in IT availability management, preferably in a large, complex organization. This experience should include managing and resolving IT incidents, coordinating with other teams, and communicating with stakeholders.- Bachel