ITSM Operations Lead

About the role

We are seeking an experienced ITSM Operations Lead to drive the operational efficiency, governance, and strategy of our IT Service Management ecosystem. In this role, you will lead the adoption and execution of ITIL best practices across Incident, Problem, Change, and Configuration Management.

What you'll do

• Platform Administration & Metrics: Oversee the ITSM tool platform (e.g., ServiceNow, Jira Service Management) to maintain workflow automation, SLA tracking, dashboards
• Continuous Service Improvement (CSI): Analyze operational performance data and key performance indicators (KPIs) to identify gaps and drive continuous service…
• Managed Service Provider (MSP) Management: Supervise the Managed Service Provider and drive adherence to ITIL best practices ensure operational excellence

What you need

• 5–9 yrs of experience
• Coordination
• ServiceNow
• ITIL
• JIRA
• Root cause analysis
• Class 12

Good to have

• AWS
• Agile
• Lean
• Azure