TQuanta Technologies - Capacity Management Analyst - ITIL (3-10 yrs)

Job Description :

- Maintain the Capacity management process to ensure that services achieve the agreed and expected levels of service performance to satisfy current and future demand in a cost-effective way (function would cover infrastructure, applications, third-party services and Business demand).

- Show proactive forecasting/demand concerns to reduce capacity related SINCs from actions taken directly and or indirectly through Technology partners.

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To monitor, analyse, model, plan, report and manage the Capacity requirements within Technology to meet Business needs and Service outcomes.

- Maintain the accuracy data flow for required applications and services.

- Able to provide real-time reporting, analysis and impact assessments to provide further stability and resilience in Technology.

- Aligning to ITIL Service Management functions and processes in providing service excellence.

Main Duties :

The objectives of the Capacity Management analyst are :

- Capacity tooling (TrueSight (TCO) or similar) to be optimised to provide real-time capacity related matrices with integration with tools as required i.e. Service Now processes i.e. incidents, service requests.

- Work within a team that provides a Capacity Management point of contact for the Customer during normal UK working hours.

- Produce contractual Capacity reports, SLA inputs and Capacity plans to deadline.

- Analyse trends and business demand forecasts and predict changes in Capacity so resources can be increased or reduced in appropriate timescales.

- When appropriate communicate recommendations to the customer.

- Work with the Customer and solution designer to develop the actions necessary to resolve capacity issues.

- Identify Capacity over provision and reduce resources in line with demand.

- Provide ad-hoc, near real time reports when requested

- Produce Capacity impact assessments

- Ensure the Capacity systems are updated in line with change requests

- Analyse data using tools to identify trends and Capacity threshold breaches

- Where possible automate data analysis to improve efficiency

- Share information and work with the other Service Management ITSM functions to deliver service

Knowledge/ Technical Skills :

- To be accountable for the deployment of the Capacity Management process and associated methods, techniques and tooling

- Process implemented and maintained to review the growth/forecasting on Tier 0/1 apps/components, including the Value Chain and Mission Critical Apps

- App/infra Component Level capacity monitoring (including key dependency interfaces)

- Business Growth (i.e. data/storage) monitored and integrated with the Application/ Infrastructure view

- Proactive Capacity alerting and reporting with action plans/justification initiated where necessary to bring further stability/resilience (show reduction of SINCs from capacity related issues).

- To be responsible for ensuring the capacity on applications and infrastructure are appropriate to sustain and meet Service Levels and Client/Business commitments.

- Capacity Management process and tooling, its associated techniques and methods are regularly reviewed and audited, and that all of these are subjected to continuous improvement and remain fit for purpose

- To be responsible for determining the Capacity requirements from the business for new or enhanced IT Services

- To be responsible for the establishment of key capacity matrices, integration with tools and reporting that reflects the true position

- Experience of operating with a high level of autonomy, and proactiveness while still working as part of a team

- Experience in using Capacity tools Truesight or similar, Service Now/CMDB to levels of extracting data and providing Dashboards, Data manipulation to share and drive optimal performance of systems

- Technical expertise in working with AZURE,Linux/Windows, Excel (pivot tables)/Service now/PowerBI/PPT/Visio dashboard creating and reporting

- Microsoft Office applications and communication tools i.e. Teams, Sharepoint etc

Experience :

Required :

- ITIL accreditation or Computer Science or equivalent, or a related discipline.

- At least 2, typically minimum 1 year practical experience as a Service Delivery specialist/member or an equivalent combination of education and work experience across the ITIL capabilities, Incident, Major Incident, Request, Problem, Release, Change, Capacity and Configuration.

- Scheduling, organizing and facilitation of meetings

- Engagement of stakeholders of various levels and roles in the organization

- Frequent review and remediation of key data points supporting forecast and reporting processes

- To have a capacity tooling practical and automation driven to maximise efficiency

- To have practical experience of continuous improvement methods and techniques

- To have a good understanding of statistical and analytical principles and processes

- To possess good interpersonal skills for written, oral and face to face communications

- To possess skills in influencing and negotiation methods and techniques

- To have an analytical mindset, build and report on key metrices to baseline and seek improvements where necessary

- To have the ability to understand how the IT technology supports the business

Mandatory Skills : ITIL Capacity Management