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 35 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.

Interested candidates share CV at syedhasan_abbas@hcl-software.com