Service Operations Manager
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About the Role
Manage daily operations, drive ITIL processes, track KPIs, and coach teams; requires Bachelor's degree, ITIL certification, and ITSM experience.
Key Skills for This Role
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Overview
Run daily operations across NOC, Service Desk, and end-user support pods.
Own the shift roster, on-call calendar, and 24x7 coverage continuity.
Drive incident, problem, and change processes per ITIL v4 best practice.
Track operational KPIs (FCR, MTTR, ticket aging, backlog) and report weekly.
Maintain run-books, knowledge base, and SOP currency; enforce tool hygiene.
Coordinate with platform and applications teams on cross-functional incidents.
Coach team leads (L1/L2/L3) and own performance reviews and skill development.
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