Consultant, IT Operations Service

Consultant, IT service Operations

Employement Type: Fulltime
Job level- S2 Core
Location: Gurgaon/ Bangalore
Reporting To: Manager IT Operations (Service Operations & Application Support)

Why we need this role

We are seeking a Senior IT Operations Analyst (Service Operations) to play a key role in supporting global service operations and application support across a large enterprise application estate operating in a 24x7x365 environment.
This is a hands-on senior analyst role focused on service delivery, ITIL process execution, service quality, and continuous improvement, ensuring services are delivered in a secure, compliant, and efficient manner.
The role will contribute to incident, problem, and change management, support automation and shift-left initiatives, and help drive operational excellence and service performance across both internal and vendor-delivered support teams.

What you will do

Key Responsibilities will be:-

🔹 1. Service Operations & ITIL Execution
Execute and support ITIL processes, including: Incident, problem, change, request, knowledge, SL management
Act as a senior operational resource supporting: Service Desk (Tier 1) and Tier 2/3 teams & Application support teams
Ensure adherence to security, governance, audit, and compliance requirements

🔹 2. Application Support Coordination
Support delivery of L1–L3 application support across internal teams and vendors
Ensure consistent, high-quality incident resolution and service restoration
Follow and enhance runbooks, escalation paths, and support models

🔹 3. Incident, Problem & Change Management
Act as a senior escalation point for complex incidents
Support major incident management, ensuring timely resolution and communication
Contribute to problem management and root cause analysis
Support change management processes, ensuring risk and impact are understood

🔹 4. Automation, Shift Left & Self-Service
Identify opportunities for: Automation of repetitive tasks & Shift-left of activities to Tier 1/2 teams
Contribute to: Knowledge base improvements Self-service enablement

🔹 5. Service Performance & Continuous Improvement
Monitor and support delivery of: SLAs, OLAs, KPIs
Analyse service performance data to: Identify recurring issues
Improve operational efficiency
Drive process improvements and optimisation across service operations

🔹 6. Vendor & Stakeholder Collaboration
Work with vendor teams and partners to ensure service delivery aligns with expectations
Support tracking and reporting (Power BI) of vendor performance against KPIs
Build effective working relationships with:
Application owners, Business stakeholders, Infrastructure teams

🔹 7. Documentation & Operational Standards
Maintain and improve: Runbooks, Standard operating procedures, Knowledge articles
Ensure documentation is: Accurate, Up to date, Usable by lower-tier support teams

🔹 8. On-Call & Incident Support:
Provide out of hours support for major service incidents / escalations

What we're looking for

Technical & Functional Skills

• Strong understanding of ITIL service management processes
• Experience in application support within large, complex environments
• Familiarity with: ITSM tools (e.g., ServiceNow or manage engine or Remedy or JIRA or equivalent), Monitoring and alerting platforms
• Understanding of:
  • Incident and problem management workflows
  • Service performance metrics and reporting
• Ability to operate as a senior operational SME, supporting complex scenarios

Education & Experience

• Degree (or equivalent experience) in IT, Engineering, or Computer Science
• 5–8 years’ experience in service operations / application support
• Proven experience operating in a global 24x7 support environment
• ITIL certification (Foundation or higher preferred