• Application Deadline:
• Position: Manager - Service Performance


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 5 - 13 years


• Location Lagos


• Job Field ICT / Computer 
  

• Perform IT Service Performance and Capacity planning and analysis for medium to highly complex assignments


• Develop, maintain and implement an operational roadmap Plan for End-to End service Monitoring and Observability for On-premise and cloud based systems


• Develop, review and standardize from service-view all recovery process and procedural standards to SPOF, Reliability, Availability, Capacity and End-to-end service performance of IT Services


• Support the implementation of a Business Impact Analysis and Business KPI reviews


• Ensure Update service catalogue and CMDB Records is maintain for enterprise


• Actively participate in Incident & Problem management of major incidents 


• Champion the Integration of SRE function as framework to improve service reliability and improve MTTR for mission critical IT systems


• Champion and drive initiative for Culture. Process for Continuous Improvement within IT enterprise 


• Track and monitor the implementation of changes that may be used for monitoring and reporting service availability and performance 


• Develop, track and report all operations issues that will impact IT services availability and Performance 


• Develop and maintain 360 Capacity management plan for all IT Service to ensure 99.99% availability 


• Develop and update IT Service Performance documents for all mission critical processes 


• Lead and direct high availability performance testing for all mission critical processes 


• Support in the tracking of all IT-related risk and update risk register accordingly 


• Develop and update all IT Service performance PPPs


• Champion initiative for development of predictive service dashboard that monitor Realtime business performance and CEX issues


• Support initiative for implementation of self heading for improving MTTR and reduce major incident in production environment 


• Own IT Service Performance and Capacity Planning target, measurement and improvement plan 


• Drive value add process for ServiceNow Implementation


• Provide ongoing feedback for risk management, mitigation, and prevention


• Represent IT Service performance requirements in the annual budgeting process


• Regularly report IT Service performance to upper management


• Act as liaison for IT Service Performance processes


• Serve as a subject matter expert in IT Service Performance and Capacity Management 

Education:

• First degree or HND in Computer Science/Engineering, Information Systems, related field.


• Fluent in English 

Experience:

• 6 - 13 years’ experience which includes:


• Minimum of 5 - 7 years’ experience in IT Service Performance and Capacity Management with experience in supervising highly performing teams


• Possess appropriate certification such as ITIL v3 or V4, SRE, DevOps, COBIT, Azure cloud architect, ITAM, Certified Agile Project Manager or, Certified Scrum Master (CSM)


• In-depth knowledge of business process modelling, IT Capacity Management, SRE, DevOps, ServiceNow


• Proficient in Open source and enterprise monitoring tools like : AppDynamics, Datadog, Dyntrace, BMC Trusight, statestack, Grafana,Kubana.,Elastic search etc.


• Strong knowledge and understanding performing risk analyses, business impact analyses and strong data Analysis 


• Experience in preparing, reviewing, and reporting IT service availability and Performance  


• A good understanding of available and emerging IT technologies in AIOPS and Full stack observability 


• Experience and understanding of Windows, Unix, Virtual Machines, Hyper Converged Infrastructure, SAN, SDN, Network , Kubernetes  Database.


• Excellent communication and presentation skills