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IT Operations Excellence Specialist

2 weeks ago

Hyderabad, Telangana, India Lilly Full time
Role Overview

The IT Operations Excellence Specialist will play a critical role in delivering best-in-class IT services across the organization. As part of the Global IT Service Management Office, this role will leverage process, advanced technology, analytics, and people to enable operational transformations. The ideal candidate will have demonstrated expertise in managing and improving ITSM processes, analytical and problem-solving skills, excellent communication and interpersonal skills, and ability to manage multiple priorities.

About the Role
- Oversee the execution of Incident and Major Incident Management processes to ensure efficient delivery of IT services
- Partner with Global Service Management Process Owners for Incident and Major Incident Management to implement, monitor, measure, train, and improve processes aligned with ITIL frameworks
- Collaborate with stakeholders across IT and business units to maintain service quality, minimize service disruptions, and drive process execution excellence

Main Responsibilities
- Process Management and Execution and Optimization: Monitor performance, identify areas for improvement, and ensure alignment with ITIL best practices and organizational goals
- Governance and Compliance: Enforce process standards, policies, and controls; ensure compliance with regulatory, security, and organizational requirements
- Collaboration and Stakeholder Engagement: Partner with IT teams, business units, and vendors to facilitate process execution; communicate process changes and updates effectively across the organization

Requirements
- Bachelor's degree in IT, Business, or a related field (or equivalent experience)
- 3+ years of experience in IT Service Management or a related role
- Experience managing and/or leveraging ITSM tools such as ServiceNow, Jira, or BMC Remedy
- Strong knowledge of ITIL v3/v4 frameworks (ITIL certification preferred)

About Lilly
- Lilly builds and maintains capabilities using cutting-edge technologies like prominent tech companies
- The company hires the best technology professionals from various backgrounds to bring diverse thinking to deliver innovative solutions

This role offers an excellent opportunity to work with a global IT organization and contribute to delivering world-class IT services.