IT Operations Manager

Responsibilities:

• Design and implement automation workflows to streamline incident management, request fulfillment, and repetitive tasks using ITSM tools (e.g., ServiceNow, Jira, Zendesk).
• Leverage AI-driven solutions, self-service portals, and chatbots to enhance the user support experience and reduce manual efforts.
• Continuously review and improve automation processes to optimize service desk operations and minimize downtime.
• Ensure effective triage, prioritization, and escalation of technical issues to relevant support teams.
• Analyze recurring incidents and develop proactive, automation-driven solutions to minimize downtime and enhance support efficiency.
• Collaborate with IT infrastructure, security, and application teams to enhance incident response and problem resolution processes.
• Stay up to date with industry trends and emerging technologies, particularly in IT process automation (ITPA), robotic process automation (RPA), and AI-driven solutions.
• Lead continuous improvement initiatives to enhance workflows, service delivery, and the overall user experience.
• Identify and implement improvements in IT infrastructure and processes to enhance the performance and capabilities of IT support operations.
• Develop and monitor performance metrics, including SLAs and KPIs, to assess and ensure service desk efficiency.
• Create detailed reports on service performance, trends, and areas of improvement based on data-driven insights.

Requirements:

• Minimum of 5 years in IT operations, with proven experience in managing IT support operations and leading automation initiatives.
• Strong background in incident management, process improvement, and leveraging emerging technologies.
• Proficiency in ITIL frameworks, ITSM tools (e.g., ServiceNow, Jira, Zendesk), and automation tools (e.g., Power Automate, UiPath).
• Expertise in scripting languages (e.g., PowerShell, Python) for automating processes and workflows.
• Strong technical problem-solving skills, with the ability to analyze issues, identify root causes, and implement effective automation-driven solutions.
• Experience in driving continuous process improvement initiatives and implementing best practices in IT operations to improve service quality.