Operations Manager

BlackBerry Inc.; Bengaluru; Hybrid; INR 1,800,000 - 2,800,000; Full time

Job summary

ABB is seeking an experienced IT Service Management professional to oversee the operations of low-code/no-code solutions on Microsoft PowerPlatform, with a focus on Finance stakeholders. You will ensure ITIL-aligned processes, manage incidents, changes and problems, and coordinate multiple technical teams and vendors.

Hybrid work model in India, with responsibility for onboarding/offboarding, governance, budgets and continuous improvement to drive service quality and efficiency.

Qualifications

• 7+ years in IT service management operations
• Experience with ITIL processes, incident/change/problem management
• Proven ability to design and optimize business processes

Responsibilities

• Oversee low-code/no-code PowerPlatform operations for Finance stakeholders
• Ensure ITIL-based operations with SLAs and smooth onboarding of new tools
• Coordinate cross-functional teams, vendors and business stakeholders
• Manage Power Platform environments, governance records, and provisioning systems
• Lead onboarding, transition and offboarding of services with compliant processes
• Oversee ITSM processes and drive SLA adherence, RCA quality and preventive actions
• Drive automation, KPI development and continuous improvement of service delivery

Skills

ITIL & ITSM

Process Optimization

Root Cause Analysis

KPIs & Metrics

Stakeholder Coordination

Tools

Power Platform

ServiceNow

CMDB

SharePoint

Job description

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.

Reports to

IS Service Owner – Business Process Automation IS Operations Manager for HyperAutomation - PowerPlatform service Reporting Line: IS Service Owner

Role and responsibilities

• Accountable for operations of low-code / no-code solutions delivered & maintained on Microsoft PowerPlatform by the FPDS Hyperautomation service, primarily for Finance stakeholders & teams.
• Ensure existing tools are maintained in accordance with ITIL processes and within established SLAs, that issues are resolved in an effective and timely manner with minimal business interruption, and that any new tools built or taken over by the service are smoothly onboarded for continued operations.
• Coordinate activities between different technical teams, vendors and business stakeholders; take responsibility for infrastructure components; support budget management activities.
• Hybrid: Manage end-to-end Power Platform service operations, ensuring stable performance across PowerApps environments, SharePoint data stores, service accounts, permissions, and governance records maintained in CMDB, ServiceNow, CESAR, and provisioning systems.
• Lead application onboarding, transition, and offboarding activities, ensuring compliance with established processes, timely completion of assessments, documentation, knowledge transfer, and efficient decommissioning of obsolete services.
• Oversee ITSM processes including Incident, Change, and Problem Management, driving SLA adherence, coordinating cross-functional teams, monitoring RCA quality, tracking resolution timelines, and implementing preventive actions to minimize recurring issues.
• Drive process transformation and continuous improvement initiatives through automation, workflow optimization, KPI development, service metrics analysis, and adoption of new Power Platform capabilities to enhance operational efficiency and service quality.
• Collaborate with stakeholders, vendors, and service owners to manage service delivery, resource capacity, budgeting, cost optimization, accruals, invoicing, and performance governance while ensuring business alignment and operational excellence.

Qualifications

• IT Service Management & Operations: 7+ years of experience managing Incident, Change, and Problem Management processes within ITIL frameworks, ensuring SLA compliance, service stability, effective governance, and operational excellence.
• Process Optimization & Automation: Proven expertise in process design, documentation, standardization, and transformation, leveraging automation opportunities and technology solutions to streamline workflows and improve service efficiency.
• Problem Management & Root Cause Analysis: Strong analytical skills with extensive experience conducting root cause investigations, managing known errors, driving preventive actions, and implementing sustainable solutions to reduce recurring incidents.
• Monitoring, Metrics & Platform Management: Experienced in defining, tracking, and reporting KPIs through dashboards and analytics tools, with hands-on knowledge of ticketing systems, CMDB, reporting platforms, and Power Platform technologies.
• Stakeholder Coordination & Project Delivery: Skilled at leading cross‑functional initiatives including application transitions, M&A projects, service handovers, and operational changes while effectively coordinating technical teams, vendors, and business stakeholders.

Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative.

We welcome people from all backgrounds and experiences.

Why ABB Working at ABB gives you the opportunity to contribute to a healthier and more prosperous world. Add to your story by joining a passionate team, focused on pushing the boundaries of technology to drive performance, shape new business models and find new ways of working that benefit our customers, partners and society. We want you to be proud of being part of ABB.

We care: At ABB, we care about our people and their stories. We create safe, fair, equitable and inclusive working environments in which our people can succeed and develop, regardless of gender, ethnicity, sexual orientation or cultural, religious or social background. Diverse teams make us stronger. ABB is also committed to a high standard of integrity in everything we do.

We grow: We help our people succeed and develop, and we empower them to create their own careers at ABB. Our benefits, reward and development programs encompass a wide array of offerings.