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Friday 10th February 2012

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Capacity Manager

NB: All candidates applying to work for Accenture UK must have a valid UK work permit or be entitled to work in the UK. All successful applicants may be required to go through a CRB check

Job Purpose:
Capacity Management is the process of planning, sizing, and controlling IT capacity to satisfy business customer demand in a cost efficient manner. This is within the performance levels agreed to in the Service Level Agreement (SLA), or in an Operating Level Agreement (OLA) for internal IT customers. The purpose of Capacity Management is to quantify workload patterns and correlate them to usage metrics of internal and external business clients. Subsequent analysis of trends are used to forecast the future IT infrastructure resource requirements needed to meet agreed upon service level objectives.

Capacity Management is a balancing act between the following:
Cost and Capacity - ensure the resource capacity being purchased is not only cost justifiable in terms of business needs, but in addition, assure it is efficiently utilised.
Supply and Demand - ensure the current and future resource supply matches the demand for it generated by the business, as defined in SLAs. As necessary, influence and negotiate business expectations when SLAs are defined.

Overview:
The Capacity Manager is responsible for the creation of capacity models for infrastructure components, such as server, network, storage, database and distributed system applications, to predict future infrastructure and application capacity needs. The position requires strong analytical skills and excellent communication at all levels.

Main Activities / Tasks: 
  • Be fully conversant with IT Infrastructure Library (ITIL) versions 2 and 3 terminology, and will be responsible for developing and using a capacity management and planning process for the organization. 
  • Understand IT component or resource-level capacity planning, IT-service-level capacity planning and business capacity planning. 
  • Develop "what if" scenarios to analyze performance, capacity, consolidation opportunities and possible platform synergies. 
  • Identify application performance bottlenecks and recommend remediation strategies. 
  • Assist in planning, managing and implementing system engineering projects as they relate to capacity- and performance-tuning activities. 
  • Participate in technical / service architecture discussions to determine the most-appropriate scalable model, taking into consideration high availability, failover and disaster recovery. 
  • Participate in discussions with application development and quality assurance personnel to incorporate performance features at design, development and test stages. 
  • Respond to capacity planning requests for the following hardware/software platforms: 
  • Windows, UNIX and Linux Operating Systems 
  • Oracle DB, Hardware tape backup, N3 (network), Storage Operating Plan 
  • Monitoring / Availability Management tools 
  • New service offerings 
  • Assist the Project Teams to assess impact of changes. 
  • Work with change and configuration management process managers to develop impact analysis on capacity because of changes. 
  • Work with relationship managers and service or product managers to understand and assess the impact of business demands and business cycles. Gather future business growth trends and incorporate these trends into capacity models. Use this data and information to work with IT finance for developing chargeback models. 
  • Develop performance and capacity reports for senior management. 
  • Stay informed of trends and best practices in the performance and capacity planning area. 
  • Work to support key service-level goals, including average response time, mean time to repair, customer satisfaction and customer productivity. 
  • Leverage IT service and support best practices and process frameworks, such as ITIL, to drive continual process improvements. 
  • Identify application performance bottlenecks in production and recommend remediation strategies. 
  • Develop differentiated capacity plans for systems and applications depending on business risks. 
  • Define capacity management standards and procedures.

Evaluating Success: 
  • Success will be evaluated by manager input and via standard performance indicators, such as: 
  • Number of performance- and capacity-related incidents 
  • Customer satisfaction ratings from Connecting for Health 
  • Average number of key application and infrastructure outages relating to capacity issues 
  • Adoption of capacity planning best practices across IT 
  • Reduction in unplanned infrastructure acquisitions to satisfy capacity requirements 
  • Increasing platform utilization rates (for example, optimize storage utilization in Central Data Store - CDS) 
  • Accuracy of capacity forecasts and associated budgetary forecasts (less than 20% mean variance)

Qualifications: 
  • Required Education / Professional Training: 
  • Bachelor's degree in computer science or management IT, and related field or equivalent experience are preferred. 
  • ITIL foundation certification (preferred)

Experience: 
  • Experience in information infrastructure 
  • Experience using MS Excel / MS Access / MS PowerPoint and report generation 
  • Demonstrated experience in producing reports for senior management (internal and external)

Knowledge and Skills: 
  • Ability to communicate successfully with personnel from a wide range of business, engineering, analytical and software development specialties 
  • Solid oral and written communication skills 
  • A focus on customer satisfaction with strong interpersonal skills and responsiveness 
  • Adherence to IT policies and processes to ensure consistent quality of service 
  • Time management skills to ensure customer satisfaction with IT service and the completion of projects on time 
  • Good project management and reporting skills 
  • Proactive approach to problem identification and mitigation

Please also note that Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity.

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