Digital Operations Excellence Manager

4 days ago

Dombivli, Maharashtra, India beBeeLeader Full time

Key Responsibilities:

  • Oversee and enhance IT service operations, ensuring the delivery of high-quality IT support aligned with business goals.

The ideal candidate will manage daily operational activities, lead the support team, and implement ITIL best practices to improve efficiency and service quality.

Manage 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.

Required Qualifications:

  • Proven experience 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.

Desired Attributes:

  • Proactive and results-oriented leadership qualities.

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