REQUIREMENTS

• Bachelor’s Degree or equivalent in computer science, computer science engineering or related technical experience or at least 5 years of varied experience in software engineering or service delivery
• Experience with identifying application/infrastructure risks and mitigation strategy and the ability to work with a team to ensure risks are mitigated
• Knowledge of performance troubleshooting and tuning, experience implementing high availability solutions like Always on, Clustering, Mirroring etc.
• Solid understanding of ITIL (Event, Incident, Release, Problem and Knowledge Management) is critical to success
• Experience with troubleshooting techniques for root cause analysis of issues.
• Worked with monitoring tools - application performance monitoring, AIOps or an equivalent tool to improve overall efficiency
• Experience in one or more of the following: Programming languages, Networking, Linux/Windows, Mainframe, Middleware, Databases, cloud
• Proficient verbal and written communication skills

ABOUT THE ROLE

FDM is a global business and technology consultancy seeking a Service Assurance Manager to work for our client within the finance sector. This is initially a 12-month contract with the potential to extend and will be a hybrid role that will be based in London.
As a Service Assurance Manager you will an analytical thinker, curious and striving for continuous learning. You will play a crucial role to ensure a seamless service delivery, customer satisfaction and continuous improvement. You will manage and monitor performance metrics and maintain SLA compliance.

RESPONSIBILITIES

• Oversee the end-to-end service assurance process, ensuring timely and high-quality service delivery
• Manage service levels, monitor performance metrics, and resolve issues to maintain SLA compliance
• Provide enterprise services to ensure high levels of product availability
• Manage and onboard new technologies across the organisation
• Ability to monitor and analyse system performance, ensuring visibility into the health of services and infrastructure
• Strong skills in triaging issues, troubleshooting technical problems, and resolving incidents promptly
• Lead and coordinate cross-functional teams to drive the resolution of issues and incidents
• Effectively communicate updates and status during incidents, ensuring stakeholders are informed at every stage