Subject Matter Expert (Support&Ops)

Job Summary

Key Responsibilities

CAPACITY MANAGER

1. Works with the Technology Tracks  to create the Capacity Health Model for critical infrastructure for which the Capacity needs to be Managed
2. Identify the Infrastructure Component level reports and parameters that need to be analyzed on periodic basis and automate the creation of these reports using available monitoring tools
3. Identify the Analytical methods and techniques to be used in order to analyze the peaks, troughs, seasonal peaks and incremental capacity requirements
4. Produce and maintain the Capacity Plan to address various capacity requirements, ahead of time
5. Predict temporary and seasonal capacity requirements and plan to address cost-effective, temporary capacity adjustments as against ‘Panic buying’
6. Work with the Technology Tracks to suggest areas which require research for technology solutions aiming at advanced long term capacity solutions that can bring more flexibility of capacity allocation to handle temporary, seasonal capacity utilization peaks. Example: Temporary increase in internet bandwidth at certain predefined times as against buying additional link bandwidth through out
7. Work with the Technology Tracks to suggest improvements and inputs in the infrastructure and architecture refresh projects of the customer organization from capacity planning perspective

AVAILABILITY MANAGER

1. Periodically conduct the Business Impact Assessments to verify that the priority matrix that the Incident, Problem, Change and Capacity Management processes are using are still valid
2. Devise appropriate methods to measure infrastructure availability for the already identified critical infrastructure components
3. Identify the SPOFs (Single Points of Failure) in the infrastructure and work with the SDMs and Customer representatives to prioritize and address the Availability threats from the identified SPOFs
4. Conduct CFIA (Component Failure Impact Analysis) to identify the impact of various component failures and improve the understanding of the support teams on how possible failures may impact the overall Service Provision
5. Use the available tools to generate the infrastructure Availability Reports
6. Work with the owners of technical configurations of various infrastructure items to plan and implement Availability improvement techniques
7. Produce an Availability plan to cover the infrastructure redundancy, data backup and System State backups

Skill Requirements

Other Requirements