IT Operations Manager

4 days ago

Bhopal, Madhya Pradesh, India beBeeTechnical Full time ₹ 12,00,000 - ₹ 15,00,000

As a Team Lead, you will oversee the application administration and user access control. This role requires strong analytical and troubleshooting capabilities to provide on-call support for high-priority incidents.

Key Responsibilities

Your key responsibilities include logging and prioritizing incidents based on business impact, investigating, diagnosing, and resolving issues in a timely manner. You will also be responsible for monitoring incident queues and ensuring Service Level Agreement (SLA) compliance. Furthermore, you will maintain historical records to support future issue resolution.

Service Request Management

In this role, you will analyze and fulfill service requests within defined SLA timelines. If necessary, you will escalate to appropriate support teams and update request statuses. Additionally, you will communicate resolutions clearly and coordinate change or release management activities.

Problem Management

You will identify recurring issues through pattern analysis and conduct Root Cause Analysis (RCA). You will then document findings and work with stakeholders to implement permanent fixes. Moreover, you will maintain and enhance Standard Operating Procedures (SOPs) for efficient operations.

Monitoring & Reporting

As a Team Lead, you will conduct routine health checks and job monitoring. This includes ensuring that applications are running smoothly and making adjustments as needed.

Preferred Skills & Tools:

  • Hands-on experience with ServiceNow, Remedy, or similar ticketing tools.
  • Strong analytical and troubleshooting capabilities.
  • Excellent communication and stakeholder management skills.
  • Working knowledge of ITIL processes, especially Incident, Request, and Problem Management.

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