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Emergy - Senior Lead - ITSM / ITOM
Emergys Software Private Limited Innovation for AgPune30+ days ago
Job descriptionOversee the design, implementation, and optimization of ITOM processes, including event management, incident management, problem management, change management, and configuration management. Ensure smooth functioning of IT infrastructure through proactive monitoring, automation, and preventive maintenance. Develop and maintain operational dashboards, KPIs, and SLA tracking for IT services. Manage ITOM tools and platforms (e.g., ServiceNow ITOM suite, BMC TrueSight, Splunk, SolarWinds, Nagios, Micro Focus, etc.) Drive automation initiatives to improve efficiency, reduce manual effort, and ensure compliance. Collaborate with cross-functional teams to troubleshoot complex issues and ensure high availability of critical IT systems. Define ITOM strategy, roadmap, and best practices aligned with business objectives. Identify opportunities for process optimization, automation, and operational cost reduction. Drive continuous improvement initiatives using ITIL / ITSM frameworks and industry best practices. Ensure compliance with governance, risk, and security standards in IT operations. Act as the primary liaison for senior management and business stakeholders regarding IT operations. Present operational performance reports, dashboards, and recommendations to leadership. Collaborate with IT service teams, vendors, and third-party partners to ensure seamless service delivery. Education : Bachelors / Masters degree in Computer Science, Information Technology, or related field. Experience : 10+ years in IT operations, IT service management, and ITOM, with at least 35 years in a leadership role. Proven expertise in ITOM tools (ServiceNow ITOM, BMC, SolarWinds, Splunk, Nagios, or equivalent). Strong knowledge of ITIL / ITSM processes, change management, incident / problem management, and configuration management. Hands-on experience with automation frameworks, monitoring tools, and cloud operations (AWS, Azure, or GCP preferred). IT Operations Management (ITOM) suite configuration and optimization. Incident, Problem, Change, and Event management processes. Monitoring and alerting tools : Splunk, SolarWinds, Nagios, New Relic, or equivalent. Cloud platform monitoring and operations (AWS CloudWatch, Azure Monitor, GCP Stackdriver). Automation tools / scripts (PowerShell, Python, Ansible, Terraform, or similar). Data analysis, dashboards, reporting, and KPI tracking. IT service management frameworks : ITIL v3 / v4, COBIT
Key Responsibilities & Team Management :
- Lead and mentor a team of ITOM professionals, ensuring high performance, accountability, and skill development.
- Set clear objectives, monitor progress, and foster a culture of collaboration, innovation, and continuous improvement.
- Conduct periodic team reviews, feedback sessions, and training initiatives.
IT Operations & ITOM Management :
Strategic Planning & Process Improvement :
Stakeholder Management & Reporting :
Qualifications & Experience :
Technical Skills :
(ref : hirist.tech)
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Senior Lead • Pune
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