Senior Manager AVP ITSM Operations Manager

Senior Manager /ITSM Operations Manager

Experience: 10 15 Years

Job Description

We are looking for an experienced IT Service Management professional with strong expertise in ServiceNow Infrastructure Monitoring and ITIL-based operational processes. The candidate will be responsible for managing enterprise IT operations including Incident Management Problem Management Change Management Asset Management Patch Management Infrastructure Monitoring Service Request Management and Audit & Compliance activities.

The ideal candidate should possess strong operational support experience proactive monitoring capabilities and hands-on knowledge of enterprise infrastructure environments and ServiceNow operations.

Key Responsibilities

• Manage Incident Problem Change and Service Request processes using ServiceNow
• Perform Infrastructure Monitoring for servers network devices applications cloud and critical IT services
• Monitor alerts events and system health to ensure maximum uptime and availability
• Handle proactive issue identification escalation management and outage coordination
• Ensure SLA compliance and timely resolution of incidents and service tickets
• Conduct Root Cause Analysis (RCA) for recurring infrastructure and application issues
• Manage IT Asset lifecycle and maintain CMDB accuracy
• Oversee Patch Management vulnerability remediation and compliance tracking
• Support audit governance and compliance activities
• Prepare operational dashboards monitoring reports KPI and service metrics
• Coordinate with infrastructure application security cloud and vendor teams
• Drive continuous improvement initiatives for operational stability and service delivery

Required Skills

• Strong hands-on experience in ServiceNow
• Expertise in:
  • Infrastructure Monitoring
  • Incident Management
  • Problem Management
  • Change Management
  • IT Asset Management
  • Patch Management
  • Event & Alert Monitoring
  • Service Ticket Management
  • Audit & Compliance
  • CMDB Management
• Good understanding of ITIL framework and ITSM processes
• Experience in enterprise infrastructure operations environment
• Knowledge of monitoring tools and alert management platforms
• Strong troubleshooting analytical and stakeholder management skills
• Excellent communication and coordination abilities

Preferred Qualifications

• Graduate/Postgraduate in IT or Computer Science
• ITIL Certification preferred
• ServiceNow certification is an added advantage