ITIL Operations Manager

Job Summary :

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 :

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

(ref : hirist.tech)