Latest Job Openings India

Position — Permanent

Role – ITIL Operations SupportManager

Experience – 10+ Years

Location – Chennai/Bangalore

Work Mode – Hybrid                                                                                    

Shift Timing – Afternoon(2pm– 10pm)

About the Role:

We are seeking anexperienced and ITIL certified Operations Support Manager to oversee andenhance IT service operations, ensuring the delivery of high-quality IT supportaligned with business goals. The ideal candidate will manage the dailyoperational activities, lead the support team, and implement ITIL bestpractices to improve efficiency and service quality.

Key Responsibilities:

·        Manage and lead the IT operations supportteam to deliver timely and effective resolution of incidents and servicerequests.

·        Implement and maintain ITIL processes such asIncident Management, Problem Management, Change Management, ConfigurationManagement, and Service Level Management.

·        Ensure operational activities align withdefined IT service management (ITSM) frameworks and organizational policies.

·        Monitor and report on service performance andcompliance against SLAs, driving continuous service improvement.

·        Collaborate with cross-functional teams tocoordinate incident resolution and manage escalation processes.

·        Conduct root cause analysis and developpreventive measures to minimize recurring issues.

·        Develop and maintain documentation,operational procedures, and workflows in accordance with ITIL standards.

·        Lead capacity planning, availabilitymanagement, and ensure the reliability and stability of IT services.

·        Support IT audits and compliance requirementsrelated to IT service management.

·        Provide training, coaching, and mentorship tosupport team members.

·        Act as a liaison between technical teams andbusiness stakeholders to ensure clear communication and understanding ofoperational issues and solutions.

Required Qualifications:

·        ITIL Foundation certification is mandatory;ITIL Intermediate or Expert certification preferred.

·        Proven experience (10+ years) in IToperations management, service delivery, or support roles.

·        Strong knowledge and hands-on experience withITIL service management practices.

·        Experience managing teams and drivingoperational excellence.

·        Excellent problem-solving skills and abilityto manage multiple priorities.

·        Strong communication and interpersonalskills.

·        Familiarity with ITSM tools (e.g.,ServiceNow, BMC Remedy, Cherwell).

·        Understanding of IT infrastructure,networking, and cloud services is a plus.

Desired Attributes:

·        Proactive and results-oriented with strongleadership qualities.

·        Ability to work under pressure and in afast-paced environment.

·        Strong analytical skills and attention todetail.

·        Customer-focused mindset with a commitment toservice quality.

Qualifications

·        Bachelor’s degree in Computer Science,Information Technology, or a related field preferred.