SrSubject Matter Exprt(Tools&Automation)
HyderabadFull-time8–15 yrsPosted 1 week ago
Senior IT support role at HCLTech in Hyderabad. Needs 8+ years.
About the role
The ITSM Manager is responsible for leading and governing IT Service Management processes across the organization, ensuring service delivery excellence, operational efficiency, and alignment with business objectives.
What you'll do
- Own and govern ITSM processes including: o Incident Management o Major Incident Management o Problem Management o Change Management o Service Request Management o…
- Ensure adherence to ITIL best practices and organizational policies
- Lead Continual Service Improvement (CSI) initiatives. Service Delivery Excellence
- Drive achievement of SLA, KPI, and customer satisfaction targets
- Monitor service performance and operational metrics
What you need
- ITIL
- ServiceNow
- Ticketing tools
- Operational risk
- JIRA
- Internal controls
Good to have
- Six Sigma
- ISO 27001