ThoughtFocus - Service Level Manager - ITIL & ITSM Operations

Position : Service Level Manager - ITIL & ITSM Operations.

Experience : 10 - 12 Years.

Job Description :

- 10-12 years of experience in ITSM, Production Support, or Service Operations.

- Strong expertise in ITIL Service Management and Service Level Governance.

- Hands-on experience with ServiceNow ITSM and workflow automation.

- Experience with AppDynamics (AppD), SigNoz, and other APM solutions.

- Strong knowledge of Grafana, Prometheus, Application Insights, Splunk, and SCOM.

- Experience with PagerDuty, event management, and escalation orchestration.

- Expertise in observability, monitoring strategy, and operational analytics.

- Experience in tool consolidation, monitoring transformation, and AIOps adoption.

- Strong stakeholder management, executive reporting, and vendor governance skills.

- Exposure to Banking, Financial Services, Digital Payments, Cloud Operations, or SRE environments is preferred.