Job Description

: Senior Operations Consultant
Position: Senior Operations Consultant
Experience Required: 7+ years
Work Shift: Flexible to work in evening shift
About the Role
We are seeking an experienced Senior Operations Consultant to oversee day?to?day operational activities, manage service performance, and drive continuous improvement across our managed services environment. The ideal candidate will have strong expertise in operational governance, ServiceNow queue management, ITIL processes, and knowledge of Azure Cloud operations. The role also involves supporting minor projects, optimizing costs, and delivering insights through Power BI dashboards.
Key Responsibilities
Operational Management
Oversee daily operations and ensure adherence to SLAs, KPIs, and process standards.
Manage ServiceNow queues, ensuring timely ticket handling, prioritization, and escalation management.
Monitor operational health, drive incident/problem resolution, and coordinate with cross?functional teams.
Service Management & Governance
Apply ITIL framework best practices across Incident, Problem, Change, and Request processes.
Conduct periodic service reviews and identify opportunities for process improvements.
Support audit, compliance, and documentation requirements.
Cloud & Technical Operations
Work with Azure Cloud teams to support operational activities, VM lifecycle management, and cost optimization initiatives.
Identify cost?saving opportunities across cloud services and participate in ongoing improvement initiatives.
Reporting & Analytics
Develop and maintain operational dashboards using Power BI.
Analyze data trends and provide actionable insights to leadership and stakeholders.
Project & Stakeholder Management
Manage small?scale operational and infrastructure projects end?to?end.
Coordinate with internal teams, clients, and leadership to ensure successful delivery.
Provide clear communication, status updates, and risk mitigation strategies.
Required Qualifications
7+ years of experience in IT operations, service management, or similar roles.
Strong hands-on experience with ServiceNow (Incident, Change, Problem, Request).
Solid understanding of ITIL processes; ITIL certification preferred.
Working knowledge of Azure Cloud operations and cost optimization concepts.
Experience with Power BI for reporting and analytics.
Proven ability to manage small projects and operational initiatives.
Excellent communication, stakeholder management, and leadership abilities.
Flexibility to work in evening shifts as required.
Preferred Skills
ITIL Foundation or Intermediate Certification
Azure Fundamentals (AZ?900) or equivalent
Experience in managed services or enterprise IT environments
Strong analytical and troubleshooting skills
Ability to work independently and mentor junior team members

Skills Required