5+ years of experience
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Employment Type:
Full time
Job Category:
Availability Manager
John Wiley & Sons, Inc. | Hoboken, New Jersey
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Job Description

Title: Availability Manager

Location: Hoboken, NJ

We are in one of the most dynamic periods in our history as technology; globalism and economic diversity create far-reaching changes in the world. The demand for knowledge and learning has never been greater, and Wiley is at the forefront of meeting that need. As a learning business, we make meaningful contributions to research discovery and lifelong learning by helping organizations achieve their goals and people achieve success from education through their career. We may have been founded over two centuries ago, but our secret to success remains the same: change with the times and adapt to meet the ever-evolving needs of our customers.


Responsible for defining, planning, measurement and improvement of all aspects of the availability of IT services and ensuring that all IT infrastructure, processes, tools, roles etc are appropriate for the agreed availability targets. Will work with a team of service continuity focused managers to develop a practice of business aligned goals for our IT services & ensure that those goals are actively met and exceeded. This role will set the tone on our incident management approach and engagement and will ensure that long term improvements are made after the incidents are over. Is a primary point of escalation for all business and application owners during times of availability issues. Will be responsible for building technical proposals for improvement initiatives coming out of the Continuity team. Participate in business planning and strategy sessions. Full participation in Change control process with respect to Service Availability review.


* Manage high & critical incident/problem resolution activities
* Owns communication & documentation of incident/ problem activities with stakeholders and executives
* Analyze and define IT Services to meet agreed upon Service Levels
* Design, develop, and manage appropriate monitoring and reporting of services as well as ensure that all IT services are designed and managed to meet agreed upon availability targets.
* Ensure that Availability Testing is reviewed and maintained throughout for our IT Services
* Provide leadership and training to reports and peers specific to Service Continuity functions


* College degree in Technology or related field
* 10+ years in a related technology position (Incident, Problem or Service manager position, Operations Lead, etc.)
* Exceptional analytical & organizational skills
* Attention to detail
* Strong Business mindset
* Excellent collaboration skills
* Ability to work in a team setting
* Ability to work with remote colleagues
* Strong Knowledge of ITIL processes, particularly Incident and Problem Management
* Ability to communicate at all organizational levels
* Clear & concise business & technical writing
* Self-motivated; Ability to embrace change & adjust approach
* Ability to manage remote colleagues, service providers, & direct reports
* Strong ability to lead by example & coach team
* English
* Travel may be required

Wiley is an equal opportunity employer and does not discriminate on the basis on race, color, creed, national origin, sex, sexual orientation, religion, age, disability or other legally protected status. Employment is contingent upon the successful completion of a background check and employment review.

About John Wiley & Sons, Inc.

John Wiley & Sons, Inc. is a global publisher of print and electronic products, providing content and digital solutions to customers worldwide. The Company's core businesses produce scientific, technical, medical and scholarly journals, encyclopedias, books, online products and services; professional and consumer books, subscription products, training materials, online applications and Websites, and educational materials, including integrated online teaching and learning resources, for undergraduate and graduate students, teachers and lifelong learners. The Company has three core businesses: Scientific, Technical, Medical and Scholarly (STMS); Professional/Trade, and Higher Education. The Company's three core businesses develop and cross-market products to its diverse customer base of professionals, consumers, researchers, students, and educators. The Company maintains publishing, marketing, and distribution centers in the United States, Canada, Europe, Asia, and Australia. (Source: 10-K)

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