ITSM Availability/Disaster Recovery Owner/Mgr

Rochester, NY


General Purpose:

The Service Management Office (SMO) Practice Owner/Manager is a subject matter expert. This is both a strategic and operational role.

Strategic duites include ensuring the practices support the ISD service value chain by developing and continually improving practices that adhere to recognized ITSM framework standards and best practices. The role is responsible for developing the strategic road map and guaranteeing continuous improvement of the practice. The role is accountable for the strategy, documentation, compliance and metrics of their assigned ITSM processes and related functions. Operational duties include the daily operations, guidance and governance of the practices. The role is accountable for the the day-to-day operation and execution of the practice with active monitoring and engagement of internal and external practioners and teams.

Reporting to the IT Service Delivery Manager, this position serves as part of an IT Service Delivery team that works in close partnership with Technology staff to drive operational excellence and continual improvement.

This position is the Practice Owner/Manager of Service Availability and Disaster Recovery. The role will own the overarching Disaster Recovery Process as well as manage the ISD DR Program. This role will coordinate extensively with all other aspects of the Service Management Office (Change, Incident, Problem, Knowledge, etc.) as well as other teams (University IT, Cyber Security/Info Sec, Business Continuity).


Manages the ISD DR Program:

  • Develops the DR testing and accounting methods to create measurable targets and reporting for successful testing

  • Works closely with the Business Continuity teams to develop and implement a world- class BC/DR Program

  • Assists in Business Continuity Plan (BCP) development by providing application Recovery and Restoration capability findings from DR Testing

  • Assists in the development and conduct of Disaster Recovery training and exercises

Coordinates Service Availability and DR with related service areas:

  • Works with Operational teams to refine the distinction between service recovery and application recovery

  • Works with CMDB Process Owner(s) to map critical system dependencies

  • Works with Information Security and Cyber Security to define triggering events and authority/RACI

  • Participates with Business Continuity and product teams in the client space to do BC/DR assessments and understand where the gaps are and how to fix them

Provides Practice Reporting

  • Documents and report on the overall health and status of the ISD Disaster Recovery program

  • Tracks KPIs and reports metrics through high visibility dashboards and scorecards

  • Tracks and reports teams’ compliance with DR Guidelines

Provides Practice Training

Other duties as assigned


  • Bachelor’s Degree required

  • Masters Degree preferred

  • 4-5 years of relevant management level/Disaster Recovery experience required

  • 3+ years of IT Service Management / IT Service Delivery experience preferred

  • Or equivalent combination of education and experience required

  • Experience with ServiceNow preferred

  • Technical awareness of industry standard tools used for supporting application resilience preferred

  • Strong experience driving cross-organizational projects to resolution preferred

  • Ability to articulate Business Continuity concepts and methodology preferred

  • Experience working with Disaster Recovery teams preferred

  • Experience working in Medical and/or Academic IT environment preferred

  • Ability to work well in a fast-paced, dynamic environment preferred

  • Experience with collaborative tools such as Teams, SharePoint preferred

  • Ability to communicate effectively and adapt quickly preferred

  • Distinctive problem-solving and analytical skills combined with strong business acumen and technical ability preferred

  • ITIL Foundations required (within first year of service)

  • Certified Business Resilience IT Professional (CBRITP) preferred

  • Certified Business Continuity Manager (CBCM) preferred

  • Certified Business Continuity Professional (CBCP) preferred

  • Business Continuity certification (DRII, BCI) preferred

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Location: Health Sciences
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 056 ISD Chief Technical Office
Schedule: 8 AM-5 PM