Senior Manager Service Desk Operations SRE Engineering

8 hours ago


Hyderabad, Telangana, India Jobaaj - Hiring for Our Leading Clients Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Position SummaryLead Service Desk Operations Engineering and SRE initiatives focusing on modernization automation and program management Transform L1 Service Desk into a proactive AI enabled automation first function and lead L3 engineering development for sustain applications Ensure robust ITIL governance via ServiceNow Key ResponsibilitiesStrategic Leadership ModernizationExecute modernization roadmap for L1 Service Desk AI automation self service chatbots Define and track SLA KPI frameworks Lead VIP Support and Major Incident Management Engineering L3 Development Sustain Apps Lead L3 engineering development teams for sustain applications Oversee custom development and integrations Partner with product application owners ServiceNow ITIL GovernanceServe as ServiceNow Platform Architect Act as Process Owner for Incident Problem Change Request Knowledge and CMDB in ServiceNow Design and enforce ITIL v4 aligned processes Architect and implement advanced ServiceNow solutions Build executive dashboards and real time analytics Define and govern ServiceNow development standards SRE ObservabilityApply SRE principles error budgets toil reduction Integrate observability platforms Grafana Azure Application Insights Splunk Lead post incident reviews PIRs Program Stakeholder ManagementDrive program level governance Collaborate with Infrastructure Cloud Security and Application teams Manage vendor engagements Act as executive escalation point Team LeadershipLead and mentor global teams Build skill development pathways



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