Service Availability Lead (change & Incident)

Service Availability Lead

Are you looking for an exciting job where you can put your skills and talents to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow? A position at Xcel Energy could be just what you're looking for.

The Service Availability Lead (SAL) role combines the skills and responsibilities of Incident and Change. The role closely interacts with Problem Management focused Service Availability Lead roles. These positions within the INOC are expected to work a non-traditional schedule with 6-month shift-bids. Available schedules are:

• Three shifts at 8-hours 5-days per week:
  • Sun-Mon-Tues-Thur-Fri (Saturday and Wednesday OFF)
  • 8a-4p MT
  • 4p-Midnight MT
  • Midnight-8a MT
• Two shifts at 12-hours 3-days per week + 1 day at 4 hours:
  • 6a-6p Wed-Thur-Sat + 4 hrs Tues 12-4p MT
  • 6p-6a Wed-Thur-Sat + 4 hrs Tues Midnight-4a MT

The Service Availability Lead is responsible for ensuring the continuous availability and reliability of TSS services, applications, systems, and network during critical incident events and maintenance windows. This role combines the critical functions of Incident Management, Change Management, and Problem Management to minimize service disruptions, manage changes effectively, and review/analyze problem incidents that could prove detrimental to system, application, or network availability. The role is responsible for maximizing up-time, communicating with stakeholders of all levels and all Xcel Energy businesses. The Service Availability Lead (SAL) is responsible for ensuring high service uptime by making critical decisions during incidents and changes, proactively assessing and mitigating risks to prevent outages, and driving corrective actions and continuous improvement across teams to maintain and restore service availability.

Essential Responsibilities:

• Solution Delivery: Contribute to and lead analysis aspects of roadmap delivery. Support and lead requirements management, QA and deployment activities. Identify and drive resolution to capability gaps or operational risks. Partner cross-organizationally and with vendor partners to analyze cost/benefit of various options. Ensure solution delivery practices are structured, sound, and compliant.
• Relationship Management: Work in strong partnership with team, partners and stakeholders across the organization. Establish a deep acumen and work with customers to propose, prioritize and deploy continuous improvement. Cultivate and sustain a deep acumen of business functions, processes and needs. Liaise with business partners on IT industry capabilities. Work collaboratively across organizations and stakeholder groups to ensure solutions are compliant and secure.
• Operations: Participate in system health assessments through analysis of application operation, identification of operational risks, and recommendation on lifecycle planning events such as upgrades and decommissions. Support validation and measurement of business value for deployed solutions. Foresee changing business needs and assess needs for solution changes.
• Subject Matter Expertise: Sustain deep acumen in analytical methods and tools, industry trends and organizational goals to ensure optimal technology solutions are sought.

Minimum Requirements:

• Bachelor's degree in technology, Science, Business or related field, or 4 years of experience equivalent to the position.
• Five years of related functional experience.
• Experience with Project or Product delivery practices, including SDLC, Agile, and Waterfall.
• ITIL Foundation certification or 4 years of ITIL experience.
• Product management certification or 2 years of product experience.
• Ability to work in a heavily matrixed organization to drive work and processes, negotiate outcomes, and communicate with diverse groups of stakeholders and Xcel Energy businesses.
• Demonstrated ability to recommend innovative solutions to meet business needs.
• Ability to drive continuous improvement through lean and agile practices.
• Demonstrated in depth knowledge of end-to-end process and system capabilities, as well as industry standards and emerging technologies and methods.
• Ability to understand technical, functional, and operational details of respective solutions. Strong problem solving, analytical and detail orientation.
• Demonstrated ability to build functional and technical subject matter expertise, process and tools expertise, and drive consistency in processes.
• In-depth knowledge or the ability to quickly attain expertise on core IT components within the respective domain.
• Strong communication skills, effective with varying organizational levels and skill sets.
• Strong Relationship Management and collaboration skills, with a track record of working as one team cross-organizationally to drive innovation and business results.
• Able to work in accordance with service operation schedules, including off-hour shifts and on-call rotations.

As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you're ready to be a part of something big, we invite you to join our team.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Individuals with a disability who need an accommodation to apply please contact us at recruiting@xcelenergy.com.

The anticipated starting base pay for this position is: $84,900.00 to $120,567.00 per year. This position is eligible for the following benefits: Annual Incentive Program, Medical/Pharmacy Plan, Dental, Vision, Life Insurance, Dependent Care Reimbursement Account, Health Care Reimbursement Account, Health Savings Account (HSA) (if enrolled in eligible health plan), Limited-Purpose FSA (if enrolled in eligible health plan and HSA), Transportation Reimbursement Account, Short-term disability (STD), Long-term disability (LTD), Employee Assistance Program (EAP), Fitness Center Reimbursement (if enrolled in eligible health plan), Tuition reimbursement, Transit programs, Employee recognition program, Pension, 401(k) plan, Paid time off (PTO), Holidays, Volunteer Paid Time Off (VPTO), Parental Leave.

Benefit plans are subject to change and Xcel Energy has the right to end, suspend, or amend any of its plans, at any time, in whole or in part.

In any materials you submit, you may redact or remove age-identifying information including but not limited to dates of school attendance and graduation. You will not be penalized for redacting or removing this information.

Deadline to Apply: 01/16/26