Description

Location- Hyderbad

Requirements

Team Leadership: Proven experience managing or supervising a service desk team, including recruitment, training, and performance management.
ITSM Operations: Experience administering service desk tools (e.g., ServiceNow, Jira) and managing incident, problem, and change management processes.
Metric Management: Experience tracking KPIs like CSAT, ticket volumes, and resolution times to drive service improvement.
Stakeholder Management: Experience negotiating with suppliers and managing relationships with senior management.
Experience in ITSM and Event Management: Proven experience in IT service monitoring and event management within a high-velocity, complex workplace.
Technical Proficiency: Familiarity with monitoring tools and platforms such as New Relic, Grafana or similar Monitoring tools.
Experience Level: At least 3-5 years within a service desk environment is recommended.

Job responsibilities

Overview





Working alongside the Senior Service Manager the Service Operations Manager provides Operational Leadership to the Level 1 Support and Monitoring and Event Management teams to ensure efficient technical service delivery, meeting service level agreements (SLAs) and high customer satisfaction. They oversee daily operations, handle incident escalations, manage staff performance, and implement process improvements.

Core Responsonsibilities

Operational Management: Monitoring and managing ticket queues (incidents and service requests) to ensure timely resolution within agreed SLAs.
Team Leadership: Managing, mentoring, and scheduling IT support staff, including conducting performance reviews and training.
Incident and Escalation Management: Acting as the escalation point for high-priority or complex issues, ensuring proper investigation and communication with stakeholders.
Performance Metrics and Reporting: Tracking key metrics (e.g., ticket volume, average resolution time) and reporting on SLA compliance to managemen

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