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Emergy - Senior Lead - ITSM / ITOM

Emergy - Senior Lead - ITSM / ITOM

Emergys Software Private Limited Innovation for AgIndia
30+ days ago
Job description

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 :

  • Oversee 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.

    • Strategic Planning & Process Improvement :

  • 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.

    • Stakeholder Management & Reporting :

  • 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.

    • Qualifications & Experience :

  • 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).

    • Technical Skills :

  • 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

    • (ref : hirist.tech)

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    Senior Lead • India

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