<p><p><b>Job Summary : </b><br/><br/></p><p>We are seeking a seasoned ITIL Operations Manager to lead and manage IT service operations, ensuring seamless delivery and continuous improvement of IT services.
The ideal candidate will be well-versed in Major Incident Management (MIM), Incident, Problem, and Change Management, with strong expertise in ITSM platforms and monitoring Responsibilities : </b></p><p><br/></p>- Lead and manage the Major Incident Management (MIM) process, ensuring timely resolution and communication.<br/><br/></p><p>- Oversee the Incident, Problem, and Change Management lifecycle in alignment with ITIL best practices.<br/><br/></p><p>- Drive root cause analysis and implement preventive measures to reduce recurring incidents.<br/><br/></p><p>- Collaborate with cross-functional teams to ensure SLAs and KPIs are met or exceeded.<br/><br/></p><p>- Manage and optimize ITSM tools (e.g., ServiceNow, Jira, Remedy, ).<br/><br/></p><p>- Monitor IT infrastructure and applications using tools like Logic Monitoring, SolarWinds, Nagios, Dynatrace, Splunk, etc.<br/><br/></p><p>- Prepare and present operational reports, dashboards, and service reviews to stakeholders.<br/><br/></p><p>- Ensure compliance with internal policies and external regulations.<br/><br/></p><p>- Continuously improve IT service processes and Skills & Qualifications : </b></p><p><br/></p>- Bachelors degree in computer science, Information Technology, or related field.<br/><br/></p><p>- ITIL v3/v4 Foundation certification (Intermediate or Expert preferred).<br/><br/></p><p>- Proven experience in managing IT operations in a large-scale enterprise environment.<br/><br/></p><p>- Strong knowledge of ITSM tools and monitoring solutions.<br/><br/></p><p>- Excellent analytical, problem-solving, and communication skills.<br/><br/></p><p>- Ability to lead under pressure and manage multiple Qualifications : </b><br/><br/></p><p>- Exposure to cloud platforms (AWS, Azure, GCP).<br/><br/></p><p>- Familiarity with Agile Skills : </b></p><p><br/></p>- Strong analytical skills<br/><br/></p><p>- Excellent communication and documentation abilities<br/><br/></p><p>- Ability to work independently and in a team-oriented environment<br/><br/></p><p>- Ability to work in a fast-paced, 24/7 operational environment</p><br/></p> (ref:hirist.tech)