Senior ITSM Lead

Technical Lead

Key Responsibilities

Technical Leadership

• 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.