We are hiring ITSM Operations Manager roles , for Noida locations
Job Title: Operations Manager – ITSM Tool
Location: SEZ, Noida
Department: IT Operations / ITSM
Experience Required: 12-18 years in IT Operations, with at least 3–5 years in a managerial role
Employment Type: Full-time
Job Summary
We are seeking an experienced and proactive Operations Manager to lead the day-to-day operations of our
ITSM (IT Service Management) tool. The ideal candidate will have strong leadership skills, a deep understanding
of ITIL-based processes, and the ability to manage cross-functional collaboration, incident response, vendor
communication, governance, and compliance requirements. This role is critical in ensuring our operational
excellence, service quality, and client satisfaction.
Key Responsibilities
1. Team Leadership & Management
• Lead, mentor, and support a high-performing, time-sensitive operations team.
• Foster a culture of accountability, inclusion, collaboration, and continuous improvement.
• Resolve team issues proactively and promote staff development and engagement.
2. Operational Management & Oversight
• Oversee end-to-end ITSM operations, including Incident, Service Request, Change, and Problem
Management processes.
• Monitor key metrics and SLAs to ensure high levels of service delivery and operational efficiency.
• Ensure prompt engagement and support during P1 and P2 incidents; participate in incident bridges
for real-time resolution and communication.
• Supervise monitoring of the HCL BigFix Service Management Ops mailbox and ensure timely
responses to escalations and queries.
3. Stakeholder & Vendor Communication
• Serve as the primary point of contact for internal stakeholders and external vendors.
• Maintain clear, consistent communication channels with clients, stakeholders, and third-party
service providers.
• Lead stakeholder and vendor meetings to align on goals, expectations, and improvements.
4. Cross-functional Collaboration
• Collaborate with Product, Development, QA, and Release teams to address tool enhancements,
bug fixes, and reported issues.
• Plan & Participate in testing, validation, and deployment of new releases and hotfixes.
5. Quality Assurance & Process Improvement
• Review and optimize existing operational processes to improve efficiency, reduce manual effort,
and enhance service quality.
• Implement and maintain quality assurance standards and drive continuous improvement
initiatives.
6. Governance & Reporting
• Act as a Support Account Manager (SAM) during governance meetings for key clients.
• Track client satisfaction metrics, ensure prompt query resolution, and maintain strong client
relationships.
• Develop and maintain dashboards, trackers, and reports for internal and external stakeholders.
7. Compliance & Audits
• Collaborate with the Compliance team to ensure adherence to audit and regulatory requirements.
• Ensure timely completion of internal and external audit tasks and documentation.
8. Release Management
• Participate in planning, testing, and validating new releases, ensuring timely resolution of bugs or
issues.
• Manage deployment activities and coordinate post-release support.
9. Team & Resource Management
• Maintain and update the team roster to ensure coverage in all shifts, including on-call support.
• Manage staffing needs, leave approvals, timesheet validations, and resource planning across shifts.
Qualifications & Skills
• Bachelor's or Engineering degree in Computer Science, Information Technology, or related field.
• ITIL v3 or v4 Foundation (Intermediate/Expert level certification is a plus).
• Proven experience managing ITSM tools and operations (e.g., ServiceNow, Remedy, Cherwell, etc.).
• Strong understanding of Incident, Problem, Change, and Request Management processes.
• Experience in stakeholder/vendor management and client-facing roles.
• Excellent communication, leadership, and problem-solving skills.
• Proficiency in reporting tools (e.g., Excel, Power BI, ServiceNow Reporting).
• Ability to manage multiple priorities in a fast-paced environment.
Interested candidates share CV at syedhasan_abbas@hcl-software.com
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