CFS Operations Manager

Position: CFS Operations Manager
Location: Hyderabad
Experience: Relevant experience in ITSM / Service Delivery / CFS Operations
Work Mode: Work from Office
Shift: 24/7 Rotational Shifts

Key Responsibilities:
• Manage daily CFS operations and ensure effective operational execution.
• Drive ITIL 4-aligned processes across Incident, Problem, Change, Request, SLM, Availability, Capacity, and Configuration Management.
• Ensure ServiceNow ticket hygiene, accurate categorization, ownership, and data integrity.
• Manage incident backlog and SLA compliance.
• Drive RCA and corrective/preventive actions to closure.
• Prepare and deliver monthly SLA and operational performance reports.
• Coordinate with multiple delivery towers and drive remediation activities.
• Escalate operational blockers and support governance reviews.
Interview Process:
• 1st Round: Technical / Operations Discussion – Virtual
• 2nd Round: Face-to-Face Interview – Mandatory
• Candidates should be comfortable working in 24/7 rotational shifts.

Requirements

• Run daily CFS operations at the Hyderabad delivery hub; convert the CFS Lead’s strategy into operational execution and discipline.
• Enforce ITIL4-aligned SOPs across Incident, Problem, Change, SLM, Request, Availability, Capacity & Configuration, drive process compliance.
• Ensure ServiceNow ticket hygiene, accurate categorisation and data integrity; support backlog remediation and reduce false SLA breaches.
• Deliver on-time monthly SLA/performance reports; eliminate delays and ownership gaps in current reporting.
• Track RCA and corrective/preventive actions to closure; support proactive trend analysis and repeat-incident reduction.
• Coordinate first-line with TIG/BTO delivery towers at Hyderabad; drive execution of enablement and remediation tasks.
• Escalate operational blockers to the CFS Lead; provide data and analysis for governance forums