Job Description
The ITIL Operations Support Process Manager will play a crucial role in optimizing and streamlining ITSM processes within Zensar Technologies Limited. This position requires a strong understanding of ITIL best practices and the ability to lead and manage a team responsible for incident, major incident, problem, change, and service request management. The successful candidate will also oversee knowledge management, ensuring accurate and up-to-date information is readily available.
Responsibilities
- Lead and manage a team responsible for incident, major incident, problem, change, and service request management, ensuring timely and effective resolution.
- Implement and maintain ITIL best practices across all ITSM processes, driving continuous improvement and optimization.
- Oversee knowledge management, ensuring accurate, up-to-date, and easily accessible information for all team members.
- Collaborate with other departments and stakeholders to align ITSM processes with business objectives and ensure a seamless flow of information.
- Monitor and analyze key performance indicators (KPIs) to identify areas for process improvement and make data-driven decisions.
- Conduct regular reviews and audits of ITSM processes to ensure compliance with industry standards and internal policies.
- Provide regular reports and updates to senior management, highlighting key achievements, challenges, and areas for improvement.
- Mentor and develop team members, providing guidance and support to enhance their skills and knowledge in ITSM.
- Stay updated with the latest trends and advancements in ITIL and ITSM, and implement best practices to enhance operational efficiency.
- Ensure a high level of customer satisfaction by delivering timely and effective ITSM services.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Certified ITIL Expert or equivalent certification with a strong understanding of ITIL best practices.
- Minimum of 5 years of experience in an ITSM role, with a proven track record of leading and managing ITIL processes.
- Excellent leadership and management skills, with the ability to motivate and guide a team towards common goals.
- Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
- Proficiency in using ITSM tools and software, such as ServiceNow or similar platforms.
- Ability to work in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
- Strong organizational and time management skills, with the ability to meet deadlines and deliver high-quality work.
- A passion for continuous learning and a commitment to staying updated with the latest ITIL and ITSM advancements.
About Us
At Zensar, we're
experience-led everything. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose:
Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is
ONE with Client - a set of four core values that reflect who we are and how we work:
One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.
