Problem and Availability Manager in Tampa, FL at Johnson Service Group

Date Posted: 11/8/2019

Job Snapshot

  • Employee Type:
  • Location:
    Tampa, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

JobID: 376328

Johnson Service Group is recruiting a Problem and Availability Manager for a great client of ours in Tampa, FL.  



The Problem and Availability Manager will have coordination responsibility for all Problem Investigations across the entire IT department including identification, coordination, root cause analysis documentation, and appropriate follow-up to interested parties.
• Problem Managers lead a team to investigate the root cause, agree on a plan to reduce the likelihood of an issue reoccurring and holding people accountable for the corrective and preventive actions.
• This role will have responsibility for execution of the departments Change Management function including facilitation of the weekly CAB process

•        No people management; only the enterprise and functional projects around it (Systems availability – Service restoration)

•        Will delegate and serve across all IT… Change Mgt / DevOps

•        Meetings / Graphs / presentations with groups and all of IT to discuss issues / how to fix / responsibility, etc.

• Effectively manage the prescribed process to drive restoration of services for customers (internal and external) while minimizing impact
• Produce and maintain incident documentation in various formats including: incident chronology, stakeholder status updates; executive briefing notes, and post-incident reports
• Lead post-incidents analysis and documentation to ensure accurate root cause of incidents is published, appropriate preventative actions are identified and tracked, and reduce likelihood of future technology
• Manage the weekly change control process, including facilitation of weekly CAB meeting

Bachelor's Degree required; field of study: computer science, system analysis or a related study, or related technical studies (Masters Degree preferred)
• Seven (7) years comparable experience in IT service management, process improvement, project management, and/or program development; with three (3) years * comparable IT support and development experience in healthcare settings
• Minimum of two (2) years of supervisory and/or project lead experience is required
• Experience working with ITIL v3, Agile/Scrum and DevOps principles
• Technical writing experience following ITIL best practices with standard operating procedures, knowledge base articles, etc and advanced skills with Word, Excel and SharePoint
• Experience with ITSM Tool


We need a person well versed in Problem tracking, availability metrics, root cause analysis, conducting daily huddles managers and/or application-system owners to discuss previous night’s activities, ITIL experience and change management facilitation.