ITIL Operations Support Project Manager

Movate Technologies Services Limited; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

An IT service management company in Karnataka is seeking an experienced ITIL certified Operations Support Manager. The role involves overseeing IT service operations, ensuring high-quality support aligned with business goals, and leading the support team. The ideal candidate must have over 10 years of experience in IT operations management and expertise in ITIL best practices.

Qualifications

• ITIL Foundation certification is mandatory; ITIL Intermediate or Expert certification preferred.
• Proven experience (10+ years) in IT operations management or service delivery.
• Strong knowledge and hands-on experience with ITIL service management practices.

Responsibilities

• Manage IT operations support team to deliver timely incident resolution.
• Implement and maintain ITIL processes for service management.
• Monitor service performance and drive service improvement.

Skills

ITIL service management practices

Team management

Problem-solving

Communication skills

Analytical skills

Education

Bachelor’s degree in Computer Science, Information Technology, or related field

Tools

ServiceNow

BMC Remedy

Cherwell

Job description

We are seeking anexperienced and ITIL certified Operations Support Manager to oversee andenhance IT service operations, ensuring the delivery of high-quality IT supportaligned with business goals. The ideal candidate will manage the dailyoperational activities, lead the support team, and implement ITIL bestpractices to improve efficiency and service quality.

Key Responsibilities

• Manage and lead the IT operations supportteam to deliver timely and effective resolution of incidents and servicerequests.
• Implement and maintain ITIL processes such asIncident Management, Problem Management, Change Management, ConfigurationManagement, and Service Level Management.
• Ensure operational activities align withdefined IT service management (ITSM) frameworks and organizational policies.
• Monitor and report on service performance andcompliance against SLAs, driving continuous service improvement.
• Collaborate with cross-functional teams tocoordinate incident resolution and manage escalation processes.
• Conduct root cause analysis and developpreventive measures to minimize recurring issues.
• Develop and maintain documentation,operational procedures, and workflows in accordance with ITIL standards.
• Lead capacity planning, availabilitymanagement, and ensure the reliability and stability of IT services.
• Support IT audits and compliance requirementsrelated to IT service management.
• Provide training, coaching, and mentorship tosupport team members.
• Act as a liaison between technical teams andbusiness stakeholders to ensure clear communication and understanding ofoperational issues and solutions.

Required Qualifications

• ITIL Foundation certification is mandatory;ITIL Intermediate or Expert certification preferred.
• Proven experience (10+ years) in IToperations management, service delivery, or support roles.
• Strong knowledge and hands-on experience withITIL service management practices.
• Experience managing teams and drivingoperational excellence.
• Excellent problem-solving skills and abilityto manage multiple priorities.
• Strong communication and interpersonalskills.
• Familiarity with ITSM tools (e.g.,ServiceNow, BMC Remedy, Cherwell).
• Understanding of IT infrastructure,networking, and cloud services is a plus.

Desired Attributes

• Proactive and results-oriented with strongleadership qualities.
• Ability to work under pressure and in a fast-paced environment.
• Strong analytical skills and attention todetail.
• Customer-focused mindset with a commitment toservice quality.

Qualifications

• Bachelor’s degree in Computer Science,Information Technology, or a related field preferred.