Summary
The HALO ITSM Automation Lead plays a pivotal role in transforming IT service delivery through intelligent automation within the HALO ITSM platform. This position is central to driving operational efficiency, reducing manual intervention, and enhancing service quality by designing and executing automation strategies across core ITSM processes such as Incident, Request, Problem, and Change Management. The Lead will spearhead the development of scalable workflows, integrations, and AI-powered capabilities—such as chatbots and self-service portals—while ensuring alignment with ITIL best practices, SLA/OLA targets, and enterprise security standards. By collaborating with service delivery, operations, and business stakeholders, the role ensures automation initiatives deliver measurable ROI, continuous improvement, and long-term governance, positioning the organization for agile, future-ready service management.
Responsibilities
- Define and execute the automation roadmap for ITSM processes using the HALO ITSM platform.
- Identify automation opportunities across Incident, Request,
Problem, and Change Management workflows.
- Design, develop, and maintain automation runbooks, workflows, and scripts to streamline service desk operations.
- Lead the implementation of AI/GenAI-driven solutions, chatbots, and self-service capabilities to enhance user experience.
- Integrate HALO ITSM with enterprise systems including monitoring tools, Active Directory, CMDB, and third-party platforms via APIs and middleware.
- Develop and maintain secure, reliable, and scalable automation connectors and data orchestration pipelines.
- Analyze service metrics, ticket patterns, and recurring tasks to drive automation-led process improvements.
- Partner with Service Delivery, Quality, and Operations teams to align automation with SLA/OLA performance goals.
- Champion standardization and compliance with ITIL frameworks and organizational best practices.
- Collaborate with L2/L3 support, s
📌 Hiring || HALO ITSM Automation Lead (Pune)
🏢 2COMs
📍 Pune