Role Introduction
Reports to: Service Availability Lead
The purpose of Service Availability Analyst role is to support and assist 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.
Service Availability Analyst requires and uses his/her deep technical knowledge and subject matter expertise to understand long-term availability needs, plan resource availability, and proactively address availability issues. Analysis involves the understanding of causes and effects. The Availability Analyst uses his/her knowledge gained from analysis to make recommendations or resolutions.
The main responsibility of Service Availability Analyst is to analyse, measure and improve all aspects of the reliability and availability of IT services offering. He/she is responsible for ensuring that all IT Infrastructure, Applications, Processes, Tools, and roles are appropriate to meet the agreed service level commitment targets of IT systems availability.
Key Responsibilities
- Manage and govern software asset management (SAM) policies and processes to ensure effective control over the software lifecycle—from procurement and deployment to usage and decommissioning—while maintaining compliance with licensing agreements.
- Monitor software utilization to optimize costs and align with business needs, using SAM tools to maintain accurate records and generate reports that support decision-making.
- Conduct regular audits to verify software compliance, identify risks, and uncover inefficiencies, ensuring that all software assets are properly licensed and used within policy.
- Analyze and ensure the availability, reliability, maintainability, and serviceability of IT services and components, ensuring they meet agreed performance targets and service levels.
- Investigate breaches in service availability, support root cause analysis, and recommend remedial actions to improve service and component performance.
- Implement and regularly test disaster recovery (DR) procedures, including tabletop simulations and failover testing, while maintaining and updating DR plans and recovery sequences quarterly.
- Develop and maintain clear, actionable service availability reports and contribute to the availability management process by performing defined tasks and supporting compliance with availability requirements.
- Collaborate with managers and cross-functional teams to support service improvement initiatives, provide detailed analytics for decision-making, and ensure successful resolution of technical issues.
- Promote a high-performance culture focused on teamwork, service excellence, and ownership, while ensuring operational procedures are lean, well-documented, and consistently applied.
- Identify and deliver IT service improvement opportunities, monitor SLA/KPI effectiveness, and coordinate with internal and external partners to maintain service level compliance and enhance customer experience.
Requirements
- Minimum 5 years of IT experience with at least 3 years execution of DR/BCP
- Proven experience in managing enterprise scale IT organisation with ability to collaborate in a cross-functional and matrix organisation environment.
- Experience and knowledgeable in managing complex IT organisation and hybrid environment such as on premise and hybrid (private, public and 3rd party) cloud environments
- Ability to apply skills and techniques to solve dynamic and unpredicted problems.
- Hands-on and technical proficiency in hardware and system software (in-house and hybrid cloud).
- Demonstrable knowledge of backup, 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 would be added 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
- Tertiary qualifications are essential.
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
