Qualifications and Experience:
- 6+ years of experience in SLA and availability management
- Strong familiarity with ITIL best practices and frameworks
- Proficiency in ITSM tools, particularly ServiceNow
- Advanced skills in data analysis and reporting tools (PowerBI, Excel)
- Excellent communication and problem-solving skills
- Capacity to function both alone and collaboratively
- Knowledge of infrastructure components (servers, networks, storage)
- Experience in capacity planning and performance tuning
