Operations Manager

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.

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