Technology Manager

1 day ago

Vellore, Tamil Nadu, India beBeeSkill Full time US$ 1,20,000 - US$ 1,50,000

Job Title: Assistant to Vice President

We are a 24/7 technology service management operation unit focused on ensuring uninterrupted Technology Services through ITIL process governance. Our team supports various business groups and operation units with varied applications usage patterns.

This critical leadership role reports to Head – Technology Service Management and plays an important part in the overall growth and stability of the team.

You will be responsible for owning the Service Management platform, ensuring error-free operations in alignment with business needs and ITIL best practices.

Key responsibilities include platform administration, AI-driven automations, optimizations & integrations, license management, driving policies and procedures to platform governance, initiating and leading tool enhancements and automations for process improvements.

You will also be accountable for request management and drive continuous improvement and volume reductions by adopting innovative and interactive technical solutions.

Achieving key results areas is crucial to success:

  • Tools Enhancement and Management: Oversee end-to-end management, availability and governance of Service Management tools within licensing agreements, improve the capability of the tool using AI to institutionalize IT processes.
  • Service Reporting: Develop an interactive MIS dashboard based on KPIs and generate service reports for management meetings.
  • Request Governance: Establish a request governance process across technology teams and ensure SLA adherence.
  • Workflow Automation: Automate request workflows for quicker and more efficient fulfillment.
  • SLA for MAC Activities: Implement an SLA for all move, add, and change activities managed by our team for the Service Management tool.
  • Vendor and Finance Management: Organize financial documents in a central location, manage vendor relationships with regular reviews.
  • Risk, Audit, and Control Compliance: Proactively manage process risks and address any audit findings promptly.
  • Team Management: Provide clear deliverables to the team, identify development needs, perform regular check-ins, and ensure compliance with mandatory training.

Candidates should possess:

  • Self-drive and 14+ years of experience in governing BMC Helix ITSM.
  • Hands-on knowledge of BMC tools, specifically on Helix ITSM (SaaS) and Helix Discovery.
  • Working knowledge of Helix GPT with demonstrated ability to leverage AI technologies effectively in Service Management.
  • In-depth understanding of Common Data Model and CMDB configuration.
  • Experience in establishing Management Information System and license management.
  • Strong understanding of UI/UX tools and HCD (Human Centric Design).
  • Managed ITSM transformation programs.
  • Designing, defining, and driving ITIL processes from Banking Industry.
  • Significant experience in leading support for large, complex, multi-functional environments.
  • Prior meaningful technology and business work experience including experience in Vendor management and Finance management.
  • Experience with Scrum, Kanban, or other Agile development techniques.
  • Ability to build positive relationships with own team, business, and technology partners.

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