Subject Matter Expert (Tools&Automation;)

Experience: 8 to 12 years

Location: Bengaluru, India

Skills: IT operations, service management, ITIL, ServiceNow, BMC, Jira, root cause analysis, trend analysis, incident management, crisis management, performance management, team efficiency optimization, reporting, operational dashboards, SOPs, vendor management

Job Summary
To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.

Key Responsibilities
1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis, Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders.

Role Summary
The IT Operations Manager is responsible for overseeing day to day IT operations, ensuring service availability, performance, and reliability across infrastructure, applications, and end user services. The role focuses on service delivery excellence, SLA adherence,



incident and crisis management, team leadership, and continuous improvement in line with ITIL and enterprise standards.

Key Responsibilities:
Service Delivery & Operations
• Own and manage end to end IT operations across assigned domains (infrastructure, applications, digital workplace, or platforms).
• Ensure SLA, KPI, and OLA compliance for all production services.
• Monitor operational performance and drive service stability, availability, and reliability.
• Act as the escalation point for P1/P2 incidents, leading restoration and communication.

Incident, Problem & Crisis Management
• Lead major incident management (MIM) and crisis calls, ensuring timely resolution and stakeholder updates.
• Ensure proper root cause analysis (RCA) and corrective/preventive actions.
• Define and maintain escalation, on call, and support procedures.

Team & People Management
• Lead, mentor, and manage cross functional IT operations teams.
• Ensure teams are adequately trained and skilled for their operational scope.
• Drive performance management, workforce planning, and team efficiency optimization.

Operational Governance & Process
• Implement and govern ITIL processes including Incident, Problem, Change, and Service Request Management.
• Establish monitoring,



reporting, and operational dashboards.
• Ensure operational documentation, SOPs, and communication plans are maintained.

Capacity, Cost & Vendor Management
• Perform capacity planning and demand forecasting for infrastructure and services.
• Optimize operational costs while maintaining service quality.
• Manage vendors and third party partners to ensure contractual and SLA compliance.

Project & Change Support
• Support and participate in IT projects, transitions, and service improvements impacting operations.
• Assess operational risks for changes and new deployments.
• Ensure smooth handover from projects to steady state operations.

Required Skills & Competencies
Technical & Operational Skills
• Robust understanding of IT operations, enterprise infrastructure, and service management.
• Hands on experience with ITIL based processes.
• Experience managing 24x7 global operations environments.
• Familiarity with monitoring, ticketing, and ITSM tools (e.g., ServiceNow, BMC, Jira).

Leadership & Soft Skills
• Proven people and stakeholder management skills.
• Strong communication, escalation handling, and customer facing experience.
• Ability to operate under pressure during incidents and crisis situations.
• Strong analytical and problem solving skills.

Qualifications
• Bachelor’s degree in IT, Computer Science, Engineering, or related field.
• ITIL certification (preferred).
• 8–12+ years of relevant IT experience, with significant exposure to operations or service delivery roles.

📌 Subject Matter Expert (Tools&Automation) (Bengaluru)
🏢 HCL Technologies
📍 Bengaluru