ITIL Availability Management Consultant -W2 Contract

Job Summary

We are seeking an experienced ITIL Availability Management Consultant to support enterprise-scale production services for a leading Financial Services client. The ideal candidate will have strong expertise in IT Service Management (ITSM), Availability Management, Production Support, operational analytics, and ITIL best practices. This role is responsible for ensuring high availability of mission-critical applications, improving service reliability, monitoring operational health, and delivering executive dashboards using Power BI and Tableau.

Required Experience

• 7+ years of experience in IT Service Management (ITSM)
• Strong hands-on experience in ITIL Availability Management
• Experience supporting enterprise Production Support or IT Operations
• ITIL Foundation (v3 or ITIL 4) certification required
• ITIL Intermediate or Managing Professional certification is a plus
• Experience with:
  • Incident Management
  • Problem Management
  • Change Management
  • Service Level Management (SLM)
  • Continual Service Improvement (CSI)
• Strong experience with Power BI and Tableau dashboard development
• Strong SQL and Advanced Excel skills
• Experience with ServiceNow or similar ITSM platforms
• Excellent analytical, communication, and stakeholder management skills

Responsibilities

• Drive enterprise Availability Management activities across business-critical applications.
• Monitor application and service availability while proactively identifying production risks.
• Analyze and report operational KPIs including:
  • Service Availability
  • Application Availability
  • SLA Compliance
  • MTTR
  • MTBF
  • MTTD
  • Incident Trends
  • Problem Trends
  • Service Reliability Metrics
• Develop executive dashboards and operational reports using Power BI and Tableau.
• Perform trend analysis to identify recurring incidents and recommend service improvements.
• Collaborate with Infrastructure, Application, Network, Database, and Cloud teams to improve production stability.
• Participate in Major Incident Reviews and Root Cause Analysis (RCA).
• Recommend preventive and corrective actions to improve operational resilience.
• Present service health metrics during governance meetings.
• Drive Continual Service Improvement (CSI) initiatives aligned with ITIL best practices.

Preferred Qualifications

• Banking or Financial Services experience
• Experience supporting 24x7 mission-critical production environments
• Experience working with AWS or Azure cloud platforms
• Experience with monitoring tools such as:
  • Splunk
  • Dynatrace
  • AppDynamics
  • Grafana
  • Azure Monitor
  • SolarWinds
  • Datadog
  • AWS CloudWatch
• Experience working in Agile/Scrum environments

Technical Skills

• ITIL v3 / ITIL 4
• Availability Management
• Incident Management
• Problem Management
• Change Management
• Service Level Management (SLM)
• Continual Service Improvement (CSI)
• Power BI
• Tableau
• SQL
• Advanced Excel
• ServiceNow
• Splunk
• Dynatrace
• AppDynamics
• Grafana
• Azure Monitor
• AWS Cloud