Emergy - Senior Lead - ITSM/ITOM

3 weeks ago

Pune, India Emergys Software Private Limited Innovation for Ag Full time

Key Responsibilities & Team Management :- 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 (ref:hirist.tech)

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