Service Availability Analyst

Service Availability Analyst (24-month contract) You are required to support and assist the Service Availability team in the execution and monitoring of IT services availability agreed service levels to meet the needs and requirements of customers and users. You also use your deep technical knowledge and subject‑matter expertise to understand long‑term availability needs, plan resource availability, and proactively address availability issues. Analysis involves understanding causes and effects; using your knowledge gained from analysis to make recommendations or resolutions. You are responsible for analysing, measuring and improving all aspects of the reliability and availability of IT services. You ensure that all IT infrastructure, applications, processes, tools and roles are appropriate to meet the agreed service‑level targets for IT systems availability. Key Responsibilities Software Asset Management: Govern and maintain policies for the software asset lifecycle, ensuring compliance with licensing and optimizing usage for cost efficiency. Audit and Compliance: Conduct regular audits to identify risks, maintain accurate records, and ensure adherence to software agreements. Availability Management: Analyze and ensure IT services meet performance targets for availability, reliability, maintainability and serviceability. Incident and Problem Resolution: Support root‑cause analysis and provide end‑to‑end technical issue resolution, including recommendations and verification. Disaster Recovery (DR): Implement and test DR procedures, including tabletop exercises and recovery sequence testing, in collaboration with relevant teams. Service Improvement: Drive initiatives to improve service availability and performance, and support management with detailed analytics for decision‑making. Reporting and Monitoring: Develop and maintain clear service availability reports and monitor SLA/KPI compliance to drive continuous improvement. Process Optimization: Ensure operational procedures are efficient, well‑documented and consistently applied to support business continuity. Team Collaboration: Foster a high‑performance, service‑oriented culture focused on teamwork, ownership and customer satisfaction. Strategic Planning: Support the development of availability requirements for new services, evaluate supplier components, and maintain service level agreements. Requirements Minimum 5 years of IT experience with at least 3 years of DR/BCP execution. Proven experience managing enterprise‑scale IT organisations and collaborating in a cross‑functional, matrix environment. Experience managing complex IT organisations and hybrid environments (on‑premise, private, public and 3rd‑party cloud). Ability to apply skills and techniques to solve dynamic and unpredicted problems. Hands‑on technical proficiency in hardware and system software (in‑house and hybrid cloud). Demonstrable knowledge of backup and replication technologies used in disaster recovery and business continuity. Strong teamwork and interpersonal skills at all management levels. Good verbal and written communication skills in setting and managing user expectations. IT certifications in data centre, ITIL, ISO, cloud are an advantage. The candidate must be able to demonstrate depth of knowledge, experience and strong capability in the following IT domain competencies: Change, Release, Incident and Problem Management IT Risk & Crisis Management and Service Level Management Knowledge Management and IT Service Management IT Configuration Management and IT Asset Management IT Service Operations Management Data Centre (on premise) and Hybrid Cloud Operations Agile, SAFe, ITIL 4.0 Framework Personal & Application Information Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our Applicant Personal Information Collection Statement and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. We keep records of your data for no longer than is necessary for the purpose for which we obtained them and any other permitted linked purposes. If your application is unsuccessful, we will keep your details on file for as long as is necessary to process your application or for the purposes of further job opportunities if you agree to such longer periods. #J-18808-Ljbffr