Key Responsibilities - Reimagine and enhance core ITSM practices (Incident, Problem, Change, and Knowledge Management) using modern development frameworks and automation tools. - Design, prototype, and implement AI-driven operational tools, including predictive incident detection, automated remediation workflows, intelligent alerting, and large language model (LLM)-based knowledge agents. - Lead the development and deployment of custom automation solutions to improve IT service reliability and reduce manual workload across ITSM domains. - Collaborate with platform teams, enterprise architects, and developers to conceptualize and build next-generation IT operational capabilities. - Provide mentorship and guidance to ITSM IPC (Incident, Problem, Change and DR management) Engineers, ensuring effective execution and governance of ITSM processes aligned with ITIL best practices. - Drive adoption and continuous improvement of ITSM best practices across all IT teams. - Oversee operational aspects of the IT Command Centre and Helpdesk, including: acting as the primary liaison between internal stakeholders and external service providers; monitoring and managing performance of vendor-managed services to ensure SLA and KPI compliance; participating in service reviews, audits, and performance assessments; managing Incident, Problem, and Change Management processes across vendor operations; leading continuous improvement initiatives and service enhancements; supporting escalation management and root cause analysis efforts. Requirements / Qualifications - Bachelor's Degree in Computer Science, Engineering, or a related field (or equivalent experience). - 5+ years of experience in IT operations or substantial exposure to ITSM processes and tooling. - Strong understanding of ITIL framework and ITSM best practices; ITIL v3/v4 certification is preferred. - Hands-on experience with automation tools, scripting, and AI/ML technologies relevant to IT operations. - Proficient with ITSM platforms such as ServiceNow, BMC Remedy, or similar tools. - Demonstrated ability to mentor technical teams and lead cross-functional collaboration. - Excellent problem-solving, communication, and stakeholder management skills. - Hands-on software development or scripting experience in Python, JavaScript (Node.js), or similar languages. - Experience with monitoring and observability platforms like Splunk, Grafana, ScienceLogic, or equivalent (advantageous). - Familiarity with CI/CD pipelines, GitOps practices, cloud platforms (AWS, Azure, GCP), and Infrastructure-as-Code (IaC) tools (advantageous). - Proficiency with AI/ML frameworks and tools (e.g., TensorFlow, scikit-learn, LangChain, OpenAI APIs) is a strong advantage. - A passion for innovation and continuous improvement. Preferred / Nice to have - ITIL v3/v4 certification; monitoring/observability platform experience; CI/CD, GitOps, cloud, IaC familiarity; AI/ML framework proficiency Selection process / Benefits (if stated) - Not stated ---