Senior Technology Operations Manager

We are a 24x7 technology service management operation unit.

Our focus is on Service availability and ensuring uninterrupted Technology Services to our Staffs and Customers through ITIL process governance, leading service improvements and driving automation with an aim to provide world class customer and employee experience.

We support several business groups and operation units with varied applications usage patterns that are built on multiple technology stacks.

These services/applications are created via traditional, scrum and agile development methodologies, hosted and managed on private, public & hybrid cloud and also on-prem data centers across our operational geographies.

• Owning the Service Management platform, ensuring error-free operations in alignment with business needs and ITIL best practices.
• Platform administration, AI driven Automations, Optimizations & Integrations, License Management, Driving policies and procedures to platform governance.
• Initiate and Lead Tool enhancements and Automations for process improvements.
• Provide subject matter expertise in the ITSM & CMDB tool Architecture and Service Map configurations.
• Request Management and drive Continuous improvement and volume reductions by adopting innovative and interactive technical solutions.
• Lead KPI and Reporting for all Service management processes.
• Manage vendors and contracts for BAU and Project Resources and track their performance.
• Prepare annual team budget and manage expenses for the Service management team.
• Manage and mentor the team of technical resources to drive organization objectives and platform stability.
• Track and Manage the Risk and Audit Items for the team.
• Provide support for planning and achieving the learning and development goals of the team.

• Tools Enhancement and Management: Oversee end to end management, availability and governance of the Service Management tools within the licensing agreement. Improves the capability of the tool using AI to institutionalize IT Processes. Development and enhancements of the Tools' UI as per HCD (Human Centric Design)
• 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 the annual budget, monitor expenses, and maintain vendor relationships with regular reviews.
• Stakeholder Engagement/Management: Instruct stakeholders on distinguishing between requests and issues and manage them effectively. Set up a feedback system for identifying process improvement opportunities.
• 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 and leave.

This role will work closely with other departments to achieve strategic goals and contribute to the success of our Technology Services team.