Team Leader, Operations
Input Zero Technologies Pvt. Ltd.
Total years of experience :13 years, 7 Months
Lead, mentor, and manage a team of ServiceNow developers, administrators, analysts, and other professionals. Foster an environment of collaboration, growth, and accountability within the team. Plan, prioritize, and manage projects related to ServiceNow customization and enhancement. Collaborate with stakeholders to gather requirements, define project scope, and ensure successful project delivery within specified timelines. Lead the design, development, testing, and deployment of custom applications, modules, and workflows within the ServiceNow platform. Ensure that coding standards, best practices, and governance policies are followed during development. Provide technical guidance and support to team members in troubleshooting and resolving platform-related issues. Identify areas for process improvement within the IT service management framework and implement solutions using the ServiceNow platform. Work with stakeholders to streamline and automate workflows, resulting in increased efficiency and better user experiences. Communicate project progress, issues, and updates to stakeholders in a clear and effective manner. Produce weekly reports outlining operational successes and gaps for the senior management team. Drive customer satisfaction through effective communication and managing customer expectations. Utilize good knowledge about ITIL standards of ITSM application to deliver value-added solutions and drive business transformation based on ITIL best practices. Hands-on experience in ServiceNow UAT testing, writing manual test scripts to identify defects and failures before production deployment. Manage the flow of service requests to facilitate customer service delivery. Track and analyze service trends, implementing solutions to recurring problems. Resolve or escalate business problems to keep operations moving smoothly.
Customize the ServiceNow platform to meet the organization's specific needs by creating and modifying workflows,
forms, tables, and business rules.
Manage user accounts and permissions, ensuring that individuals have appropriate access to ServiceNow resources.
Set up and manage incident and problem management processes within ServiceNow to track, resolve, and report
incidents effectively.
Implement and maintain change management processes within ServiceNow to manage and track changes to IT systems
and services.
Create and manage the service catalog, allowing end-users to request and access IT services and resources.
Work on integrating ServiceNow with other systems and applications used within the organization to ensure data
consistency and process efficiency.
Develop and maintain reporting and analytics solutions within ServiceNow to monitor performance, identify trends, and
make data-driven decisions.
Provide training to end-users and create documentation to support platform usage and best practices.
Exceed goals through effective prioritization and consistent work ethic. Achieve service time and quality targets.
Supervise daily operations and administrative tasks to drive office productivity. Review accounts daily to determine areas
in need of improvement and strategies for correcting faults.
Recommend improvements to current business processes with evidence-based advice. Collect and document data from a
variety of sources to compile a complete picture of business operations. Resolve or escalate business problems to keep operations moving smoothly. Develop and implement procedures and policies to help support organizational goals.
Developed and implemented procedures to proactively identify gaps in customer-facing applications, ensuring problem
detection before customer impact.
Trained team members in ITSM processes, serving as the single point of contact for all support-related queries. Provided
status reports on tickets along with corresponding metrics, ensuring timely response and resolution.
Ensured 99.95% uptime for all BMC Remedy applications through meticulous monitoring and management. Managed and
resolved critical incidents, including root cause analysis, communication, and the implementation of preventive action
plans.
Generated and delivered availability, server health, ticket closure, and team performance reports to the executive team.
Participated in disaster recovery exercises to ensure business continuity and resilience in the face of potential
disruptions.
Executed day-to-day operations, including planning and executing vulnerability remediation to maintain server availability.
Conducted daily health check calls to promptly address any issues and ensure system stability.
Facilitated incident review meetings to analyze root causes and implement preventive actions for critical incidents.
Streamlined ITSM processes by recommending and implementing solutions to meet SLA standards effectively.
Providing timely support to resolve implementation and performance issues, and working on continuous service
improvements within IM/CM/PM/SRM modules. Creating monthly metric reports for IT management teams, designing
custom reports for higher-level management, and suggesting best practices of ServiceNow and ITIL processes.
Coordinating with SMEs and technical teams for speedy resolution of major and critical issues, and engaging with
organizational stakeholders to assess gaps in people, processes, and technologies for change strategies.
Collaborating with process owners and stakeholders to understand business needs and translating them into functional
requirements within ServiceNow. Setting up and configuring ServiceNow instances, designing solutions to enhance IT
service requests, and developing applications/modules to meet client requirements.
Developing improvements to team processes and procedures through change initiatives.
Provide Level 2/3 support for Remedy ITSM, working with administrators and developers to identify and resolve complex
application and workflow issues.
Develop custom applications and workflows to meet specific business requirements, enhancing the functionality of the
Remedy ITSM platform.
Create documentation, including quick reference guides and technical documentation, and provide hands-on training to
users.
Configure and administer the Remedy ITSM Suite, ensuring all supported BMC products are installed, configured, and
administered according to ITIL framework standards.
Collaborate with vendor support to resolve escalated issues and implement best practices for Remedy development.
Develop custom reports for auditing, reporting, SLA management, and metrics/KPIs tracking.
Assist in the implementation of upgrades to the Remedy ITSM platform.
Provide guidance on best practices in Remedy development within a Services Management environment.
Provide 24/7 production support for Remedy ITSM.
Proficiency in Remedy AR System, ITSM suite of applications, SRM customization, and familiarity with ITIL framework.