Leading IT Operations Support Specialist

1 day ago

Rajahmundry, Andhra Pradesh, India beBeeOperational Full time ₹ 20,00,000 - ₹ 25,00,000
Job Title: IT Operations Support Manager

We are seeking a highly experienced and skilled IT Operations Support Manager to lead our team in delivering exceptional IT services aligned with business objectives.

About the Role:

The ideal candidate will be responsible for managing and overseeing the daily operational activities, leading the support team, and implementing ITIL best practices to enhance efficiency and service quality.

Key Responsibilities:

  • 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.

Requirements:

  • ITIL Foundation certification is mandatory; ITIL Intermediate or Expert certification preferred.
  • Proven experience (10+ years) in IT operations management, service delivery, or support roles.
  • Strong knowledge and hands-on experience with ITIL service management practices.
  • Experience managing teams and driving operational excellence.
  • Excellent problem-solving skills and ability to manage multiple priorities.
  • Strong communication and interpersonal skills.
  • Familiarity with ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell).
  • Understanding of IT infrastructure, networking, and cloud services is a plus.

Preferred Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or a related field preferred.

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