- Lead and mentor a team of ITOM professionals, ensuring high performance, accountability, and skill development.

- Set clear objectives, monitor progress, and foster a culture of collaboration, innovation, and continuous improvement.

- Conduct periodic team reviews, feedback sessions, and training initiatives.

IT Operations & ITOM Management :

- Oversee the design, implementation, and optimization of ITOM processes, including event management, incident management, problem management, change management, and configuration management.

- Ensure smooth functioning of IT infrastructure through proactive monitoring, automation, and preventive maintenance.

- Develop and maintain operational dashboards, KPIs, and SLA tracking for IT services.

- Manage ITOM tools and platforms (e.g., ServiceNow ITOM suite, BMC TrueSight, Splunk, SolarWinds, Nagios, Micro Focus, etc.)

- Drive automation initiatives to improve efficiency, reduce manual effort, and ensure compliance.

- Collaborate with cross-functional teams to troubleshoot complex issues and ensure high availability of critical IT systems.

Strategic Planning & Process Improvement :

- Define ITOM strategy, roadmap, and best practices aligned with business objectives.

- Identify opportunities for process optimization, automation, and operational cost reduction.

- Drive continuous improvement initiatives using ITIL/ITSM frameworks and industry best practices.

- Ensure compliance with governance, risk, and security standards in IT operations.

Stakeholder Management & Reporting :

- Act as the primary liaison for senior management and business stakeholders regarding IT operations.

- Present operational performance reports, dashboards, and recommendations to leadership.

- Collaborate with IT service teams, vendors, and third-party partners to ensure seamless service delivery.

Qualifications & Experience :

- Education : Bachelors/Masters degree in Computer Science, Information Technology, or related field.

- Experience : 10+ years in IT operations, IT service management, and ITOM, with at least 35 years in a leadership role.

- Proven expertise in ITOM tools (ServiceNow ITOM, BMC, SolarWinds, Splunk, Nagios, or equivalent).

- Strong knowledge of ITIL/ITSM processes, change management, incident/problem management, and configuration management.

- Hands-on experience with automation frameworks, monitoring tools, and cloud operations (AWS, Azure, or GCP preferred).

Technical Skills :

- IT Operations Management (ITOM) suite configuration and optimization.

- Incident, Problem, Change, and Event management processes.

- Monitoring and alerting tools : Splunk, SolarWinds, Nagios, New Relic, or equivalent.

- Cloud platform monitoring and operations (AWS CloudWatch, Azure Monitor, GCP Stackdriver).

- Automation tools/scripts (PowerShell, Python, Ansible, Terraform, or similar).

- Data analysis, dashboards, reporting, and KPI tracking.

- IT service management frameworks : ITIL v3/v4, COBIT