Job Description

Description

PRIMARY OBJECTIVE:

• Responsible to ensure capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost effective and timely manner. The Capacity Management process considers all resources required to deliver the IT service, and plans for short, medium and long-term business requirements.
• Plan for future growth ensuring that there is adequate IT System Capacity to meet required levels of service and for ensuring that senior IT management is correctly advised on how to align Capacity and Business/transaction growth.
• Drive and Manage Capacity Planning with leads across Group Technology including Business Engagement Managers to plan for the short, medium and long-term business requirement and resources required in IT Capacity Planning to support business growth.
• Provide an oversight to ensure Capacity Monitoring being carried out.
• Improve Capacity performance, drive efficiency and effectiveness of Plan by providing Analysis, Trending and as opportunities for further optimization.
• Ensure capacity availability while maximizing utilization and optimizing costs.
• Develops, Maintain and Control policies for capacity management.
• Assist Head ITSM in maintain Capacity Management Process in line with Ensure Capacity KPIs are met as defined in Capacity Management Process
• ISO/IEC 20000 Certification for Group Technology Services.
• To also manage and ensure overall patch and obsolescence management life cycle, implementation, operations and procedures to ensure Group IT Infrastructure applications and systems are keep up-to-date, mitigate vulnerabilities and to meet with compliance standards.
• Responsible to develop, manage and lead a full process of Patch Management and Obsolescence team
• Responsible to provide management report and update Group Technology Leaders Committee on Group IT Services patch and obsolescence management status.
• Drive and manage patch and obsolescence management strategies with leads across Group Technology for the short, medium and long-term planning.
• Responsible for identifying enhancements, defining requirements, and leadership in the prioritizing, development, testing, and implementation associated patch and obsolescence management activities
• Provide an oversight to ensure patch and obsolescence management life cycle is carried out

KEY RESPONSIBILITIES:

• Define, Review and enhance Capacity Management Process by adopting ITIL best practice.
• Maintain & enhance Capacity Management Process and Capacity Plan
• Identify and lead the implementation of creative process and technology solutions for Capacity planning, data collection and analysis.
• Gathers performance data and measures the output of Capacity Plan to determine achievement or variance with planned Capacity.
• Review of existing capacity planning process and methodology in terms of overall scope and specific application.
• Update capacity management methodology to include ecosystem view as a way to identify all critical components in an ecosystem when planning and monitoring capacity
• Implement a data repository to store and histories the relevant system capacity data, complete with analytics tool to facilitate analysis and troubleshooting
• Review automation of capacity alerts for very critical and critical systems
• Explore the use of AI / Machine Learning to automate capacity management process covering monitoring and forward planning
• Implement a data repository to store and histories the relevant system capacity data
• Improve the capacity review / planning methodology to link business parameters to system capacity parameters (system specific)
• Manage the capacity planning process and methodology in consultation with relevant teams
• Enforce the capacity planning process and maintain oversight on action items arising from the capacity planning review exercise
• Enforce the capacity monitoring process is followed by all relevant teams and the necessary monitoring capabilities are put in place and are part of the deployment checklist for new system / component rollout
• Collate and automate system capacity reports to GTLC on a monthly basis
• To spearhead the effort of employing new technologies such as AI for better capacity management
• Documents problems and solutions and serves as the point of contact for Application servers (Mainframe AS400, Wintel, and UNIX), Middleware (MQ, WMB / EAI), Network, Applications and DB capacity related issues.
• Produces reports that evaluate plan capacity and identify areas where improvements can be implemented.
• Capacity reporting to Management.
• Analyze Incident related to Capacity issue and recommendation to Incident Management Committee for decision.
• Perform Trending Analysis for problem tickets related to Capacity issue to identified problematic systems capacity for improvement.
• Perform periodically systems capacity review.
• Participate in Critical Projects to review the Capacity requirements
• Responsible to develop, manage and lead a full process of Patch Management and Obsolescence team
• Ownership of the patching and obsolescence schedule for managed assets including the agreement of dates/times for installation of patches with respective stakeholders
• Management of any emergency patching activities required on an ad-hoc basis
• Develop Patching Pan to support monthly vendor patches to all systems
• Provision of patching reports and statistics detailing all managed assets patched including details of the patches installed
• Create and Manage any patching Risks relating to managed assets
• Implement a data repository to store and histories the patch management for patch management system for analysis and audit purposes.
• Collaborates with a variety of technology and business operations teams to ensure seamless data transmission for the end-to-end patch management workflow processes, and procedures adhere to Security policies and standards
• Make sure all known and reasonable defenses related to patched are in place to eliminate system vulnerabilities

Requirements

Formal Education:
Bachelor s / Master s degree in computer science or equivalent experience / certification

Professional Accreditation:

• ITIL V3 Foundation Certified
• ITIL Intermediate certifications is desired; preferably Service Design or Planning Protection and Optimizations (PPO)
• Other technical certifications like CISA , CCNA , MCSA would be added advantage.

Preferred level of Experience (by years/function/industry):

• Required Skills 8 + years of experience in related area Infrastructure Capacity Management.
• 5+ years of experience as an Architect / Team Lead, who has managed teams.
• Work experience / exposure to manage IT Capacity and Operations.
• Must be good at budgets and math as forecasting, statistical analysis and modeling are part of the job
• Thorough knowledge of ITIL process and framework
• Exposure to various domains of IT Infra, such as Network, Windows / UNIX, Database, Middleware, Application is mandatory.
• Awareness of the current technologies and tools for IT management, availability and capacity management.
• Capable of leading projects
• Ability to engage at senior / C-level

Other skills required:

• Ability to collaborate with various stakeholders; work with remote teams / leaders.
• Excellent organization, communication, analysis, and planning skills.
• Highly detailed in work deliverables.
• Influencing, engaging and people oriented
• Must be able to explain technology to business managers and relate it to business plans and goals.
• Strong leadership skills.
• Demonstrated ability to work cohesively with multiple program / project managers for setting expectation of stakeholders and contribute towards effective project planning and execution.
• Demonstrated dedication and ability to ensure capacity (predictive) and resolve capacity issue (reactive)
• Strong in negotiation, problem solving, time management and decision making

Benefits

Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards