IT Service Excellence Specialist

12 hours ago

Varanasi, Uttar Pradesh, India beBeeOperations Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Overview

The Operations Support Manager is responsible for overseeing and enhancing IT service operations, ensuring the delivery of high-quality IT support that aligns with business objectives.

This role involves managing daily operational activities, leading the support team, and implementing ITIL best practices to improve efficiency and service quality.

  • Manage and lead the IT operations support team to deliver timely and effective resolution of incidents and service requests.
  • Implement and maintain ITIL processes such as Incident Management, Problem Management, Change Management, Configuration Management, and Service Level Management.
  • Ensure operational activities align with defined IT service management (ITSM) frameworks and organizational policies.
  • Monitor and report on service performance and compliance against SLAs, driving continuous service improvement.
  • Collaborate with cross-functional teams to coordinate incident resolution and manage escalation processes.
  • Conduct root cause analysis and develop preventive measures to minimize recurring issues.
  • Develop and maintain documentation, operational procedures, and workflows in accordance with ITIL standards.
  • Lead capacity planning, availability management, and ensure the reliability and stability of IT services.
  • Support IT audits and compliance requirements related to IT service management.
  • Provide training, coaching, and mentorship to support team members.
  • Act as a liaison between technical teams and business stakeholders to ensure clear communication and understanding of operational issues and solutions.

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