- Lead and mentor ITSM developers, administrators, and support teams.
- Provide technical guidance and best practices for ITSM platform implementations.
- Review solution designs, configurations, and customizations.
- Ensure adherence to organizational standards and governance policies.
ITSM Process Management
- Lead implementation and enhancement of ITIL processes, including:
- Incident Management
- Problem Management
- Change Management
- Service Request Management
- Knowledge Management
- Asset Management
- Configuration Management (CMDB)
- Drive service excellence and continuous service improvement initiatives.
Platform Development & Administration
- Configure and manage ITSM tools and workflows.
- Design and implement automation solutions to improve operational efficiency.
- Develop integrations with third-party applications and enterprise systems.
- Support platform upgrades, maintenance, and performance optimization.
Service Delivery & Operations
- Monitor service performance against SLAs, KPIs, and OLAs.
- Ensure timely resolution of critical incidents and service disruptions.
- Conduct root cause analysis and implement preventive measures.
- Support release management and deployment activities.
Stakeholder Engagement
- Collaborate with business stakeholders to understand requirements.
- Translate business needs into scalable technical solutions.
- Provide regular status updates, risk assessments, and recommendations to management.
- Participate in client meetings and service review discussions.
Team & Project Management
- Manage project deliverables, timelines, and resource allocation.
- Coordinate with cross-functional teams for successful project execution.
- Support Agile/Scrum delivery methodologies.
- Drive knowledge-sharing and team capability-building initiatives.