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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in ITIL best practices for Incident, Problem, and Change Management, with a strong focus on operational efficiency and service quality improvements. Proficient in using observability tools and automation technologies to enhance IT service management and stakeholder collaboration.
Highest-signal resume keywords
ITIL Best PracticesAIOps AutomationServiceNow ITSMGrafana MonitoringCross-Functional Team Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementProblem ManagementChange ManagementRoot-Cause AnalysisPerformance OptimizationTrend AnalysisRisk IdentificationOperational DashboardsSLA MonitoringService-Level Indicators
Soft Skills
Stakeholder CommunicationConflict ResolutionCollaborationProject ManagementAdaptability
Tools & Technologies
PythonTableauExcelJIRAConfluencePPTSharePointOneDrivePrometheusOpenObserve
Certifications & Qualifications
ITIL Certification
Industry Keywords
IT Service ManagementSite Reliability EngineeringPerformance EngineeringRetail Industry OperationsOperational Risks
Tech Stack
Tools & technologiesGrafanaITSMPrometheusPythonServiceNowTableau
About the role
Key responsibilities & impact- Implement ITIL best practices for Incident, Problem, and Change Management
- Monitor and alert on service-level indicators and triage SLA breaches
- Mitigate incidents and engage necessary stakeholders for faster restoration
- Conduct root-cause analysis and track action items
- Identify process gaps and build monitoring and alerting improvements
- Run regular operations reviews with key leadership
- Build and maintain operational dashboards using Python, Tableau, and Excel
- Perform trend analysis, risk identification, and performance optimization
- Lead critical incident resolution in a Command Centre environment
- Define escalation protocols and coordinate stakeholder communication during outages
- Identify and mitigate operational risks across infrastructure and systems
- Drive operational efficiency and service quality improvements
- Introduce AIOps and LLM-based automation for predictive incident management, anomaly detection, and intelligent ticket resolution
- Use ServiceNow for ITSM workflows and automation
- Monitor system health using Grafana, Prometheus, OpenObserve, and SRE toolsets
- Build stakeholder relationships and resolve conflicts
- Collaborate with engineering, product, business, and other cross-functional teams
- Manage multiple projects and priorities in a fast-paced environment
Requirements
What you’ll need- BS/BE/BTech in Computer Science or related field, or equivalent practical experience
- 5–9 years of experience in IT service management, operations, or IT leadership
- At least 3+ years leading global cross-functional teams
- Proven experience working with design, product, engineering, and business stakeholders
- Strong understanding of IT Operations, IT Service Management, Performance Engineering, and Site Reliability Engineering
- Hands-on experience with JIRA, Confluence, Excel, PPT, SharePoint, OneDrive, and ServiceNow
- Knowledge of AIOps fundamentals and practical experience in LLM-based automation for IT workflows
- Proficiency in Grafana, Prometheus, OpenObserve or similar observability tools and SRE practices
- Experience in retail industry operations and technology landscape
- Ability to thrive in fast-paced environments and manage multiple priorities
- ITIL certifications are preferred
Benefits
Comp & perks- Incentive awards for performance
- Maternity and parental leave
- PTO
- Health benefits
- Best-in-class benefits package