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Strong employer brand, metro location, mid-level generalist title, and broad skill requirements increase competition.
ITSM, ServiceNow and client-facing operations skills transfer across industries but create moderate domain specificity.
Explicit 4–6 years plus mandatory ITIL, ServiceNow, reporting and technical skills imply strict shortlisting filters.
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Oversee 24x7 ITIL-based service operations ensuring SLA compliance, escalation management, and process improvements.
Lead and mentor the operations team as Shift Lead, managing performance, training, and ITIL adherence.
Drive reporting excellence using Excel and Power BI to provide actionable insights for leadership and clients.
4–6 years of relevant IT service management experience including team leadership or operations management.
Strong understanding and application of ITIL processes and principles.
Hands-on experience with ServiceNow ITSM and proficiency in Excel (advanced functions, pivot tables, macros) and Power BI.
Knowledge of SQL Server, scripting languages (JavaScript/JQuery), and Web API/Window Service/WCF.
Experienced in managing IT service operations with proven ability to handle escalations and ensure continuous service availability.
Capability to act as SME on ITIL processes and drive automation initiatives in ITSM and cloud infrastructure.
Strong analytical and communication skills to innovate reporting and represent the team in client and executive engagements.