hiring for our IT Client

Senior Manager / AVP – ITSM Operations Manager

📍 Location: Lower Parel, Mumbai

💼 Employment Type: Full-Time

🕒 Experience: 10–15 Years

Job Summary

We are seeking an experienced ITSM Operations Manager to lead and manage enterprise IT operations, ensuring high availability, service excellence, and operational stability. The ideal candidate should possess strong expertise in ServiceNow, Infrastructure Monitoring, ITIL processes, Incident Management, Change Management, and IT Operations Governance.

Key Responsibilities

• Manage and govern Incident, Problem, Change, and Service Request Management processes through ServiceNow.

• Monitor enterprise infrastructure including servers, networks, applications, cloud environments, and critical business services.

• Ensure proactive monitoring, event management, alert handling, and rapid incident resolution.

• Drive SLA adherence, operational excellence, and service delivery performance.

• Conduct Root Cause Analysis (RCA) for recurring incidents and critical outages.

• Manage IT Asset Lifecycle and maintain CMDB accuracy.

• Oversee Patch Management, vulnerability remediation, and compliance activities.

• Support internal and external audits, governance, risk, and compliance requirements.

• Prepare operational dashboards, KPI reports, service metrics, and management reviews.

• Coordinate with Infrastructure, Cloud, Security, Application, and Vendor teams for seamless service delivery.

• Lead continuous improvement initiatives to enhance system reliability and operational efficiency.

Required Skills

• Strong hands-on experience with ServiceNow.

• Expertise in:

  • IT Service Management (ITSM)

  • Infrastructure Monitoring

  • Incident Management

  • Problem Management

  • Change Management

  • Service Request Management

  • IT Asset Management

  • CMDB Management

  • Patch Management

  • Event & Alert Monitoring

  • Audit & Compliance

• Strong understanding of ITIL frameworks and best practices.

• Experience managing enterprise-scale IT operations environments.

• Knowledge of monitoring and observability tools.

• Strong analytical, troubleshooting, and stakeholder management skills.

• Excellent communication and team coordination abilities.

Preferred Qualifications

• Bachelor's or Master's Degree in Information Technology, Computer Science, or related field.

• ITIL Certification preferred.

• ServiceNow Certification will be an added advantage.

Desired Profile

• Strong leadership and operational management capabilities.

• Ability to manage critical incidents and customer escalations.

• Experience working in large enterprise environments.

• Focused on service excellence, process improvement, and operational governance.

BE in IT or equivalent