Operations Manager

JOB RESPONSIBILITIES

Lead and manage all core ITSM functions, including Incident, Request, Problem, and Change Management.

Track, monitor, and ensure timely resolution of tickets logged in the ITSM tool; escalate as necessary to avoid SLA breaches.

Identify potential escalations, communicate with relevant stakeholders, and drive prompt corrective action.

Ensure strict adherence to ITSM policies and ITIL best practices.

Regularly monitor SLA performance, analyze breaches, and implement improvement measures.

Lead and mentor the ITSM support team across PAN India; oversee training, performance management, and succession planning.

Identify process improvement opportunities and deliver process training programs to enhance efficiency and compliance.

Prepare and maintain daily status updates, MIS reports, and executive summaries for leadership.

Develop, review, and maintain Standard SOPs for ITSM processes

Manage resources PAN India, including deployment, upskilling, and workforce planning.

Drive the onboarding and offboarding process for team members.

Lead attrition management initiatives, including engagement, retention, and exit process analysis.

Conduct regular process audits and compliance reviews to ensure service quality.

Lead major incident management, conduct root cause analysis, and implement preventive and corrective measures.

Monitor and manage SLAs and OLAs with internal teams and third-party vendors.

Develop and maintain ITSM dashboards, KPI reports, and performance scorecards.

Ensure timely and transparent communication of service disruptions, changes, or performance anomalies.

Coordinate with vendors and managed service providers for escalation, service delivery, and compliance.