ITIL Operations Manager
3 weeks ago
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 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 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 Qualifications :
- Exposure to cloud platforms (AWS, Azure, GCP).
- Familiarity with Agile 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
(ref:hirist.tech)
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