ITIL Operations Manager

Job Summary :

We are seeking a seasoned ITIL Operations Manager to lead and manage IT service operations, ensuring seamless delivery and continuous improvement of IT services. The ideal candidate will be well-versed in Major Incident Management (MIM), Incident, Problem, and Change Management, with strong expertise in ITSM platforms and monitoring tools.

Key Responsibilities :

- Oversee the Incident, Problem, and Change Management lifecycle in alignment with ITIL best practices.

- Drive root cause analysis and implement preventive measures to reduce recurring incidents.

- Collaborate with cross-functional teams to ensure SLAs and KPIs are met or exceeded.

- Manage and optimize ITSM tools (e.g., ServiceNow, Jira, Remedy, ).

- Monitor IT infrastructure and applications using tools like Logic Monitoring, SolarWinds, Nagios, Dynatrace, Splunk, etc.

- Prepare and present operational reports, dashboards, and service reviews to stakeholders.

- Ensure compliance with internal policies and external regulations.

- Continuously improve IT service processes and documentation.

Required Skills & Qualifications :

- ITIL v3/v4 Foundation certification (Intermediate or Expert preferred).

- Proven experience in managing IT operations in a large-scale enterprise environment.

- Strong knowledge of ITSM tools and monitoring solutions.

- Excellent analytical, problem-solving, and communication skills.

- Ability to lead under pressure and manage multiple priorities.

Preferred Qualifications :

- Exposure to cloud platforms (AWS, Azure, GCP).

- Familiarity with Agile methodologies.

Soft Skills :

- Excellent communication and documentation abilities

- Ability to work independently and in a team-oriented environment

- Ability to work in a fast-paced, 24/7 operational environment