Hiring || HALO ITSM Automation Lead - Pune

Summary The HALO ITSM Automation Lead plays a pivotal role in transforming IT service delivery through intelligent automation within the HALO ITSM platform. This position is central to driving operational efficiency, reducing manual intervention, and enhancing service quality by designing and executing automation strategies across core ITSM processes such as Incident, Request, Problem, and Change Management. The Lead will spearhead the development of scalable workflows, integrations, and AI-powered capabilities—such as chatbots and self-service portals—while ensuring alignment with ITIL best practices, SLA/OLA targets, and enterprise security standards. By collaborating with service delivery, operations, and business stakeholders, the role ensures automation initiatives deliver measurable ROI, continuous improvement, and long-term governance, positioning the organization for agile, future-ready service management. Responsibilities - Define and execute the automation roadmap for ITSM processes using the HALO ITSM platform. - Identify automation opportunities across Incident, Request, Problem, and Change Management workflows. - Design, develop, and maintain automation runbooks, workflows, and scripts to streamline service desk operations. - Lead the implementation of AI/GenAI-driven solutions, chatbots, and self-service capabilities to enhance user experience. - Integrate HALO ITSM with enterprise systems including monitoring tools, Active Directory, CMDB, and third-party platforms via APIs and middleware. - Develop and maintain secure, reliable, and scalable automation connectors and data orchestration pipelines. - Analyze service metrics, ticket patterns, and recurring tasks to drive automation-led process improvements. - Partner with Service Delivery, Quality, and Operations teams to align automation with SLA/OLA performance goals. - Champion standardization and compliance with ITIL frameworks and organizational best practices. - Collaborate with L2/L3 support, service desk teams, and business stakeholders to gather requirements and validate automation solutions. - Provide technical mentorship and guidance to junior automation engineers and developers. - Communicate automation outcomes, adoption rates, and business impact to leadership using clear KPIs and ROI metrics. - Establish governance frameworks for automation, including version control, testing protocols, and controlled release management. - Ensure all automation solutions comply with security policies, audit standards, and regulatory requirements. - Monitor automation performance and iteratively optimize workflows for improved reliability and efficiency. Requirements - 5-8 years of IT experience, with 2-3 years focused specifically on ITSM automation. - Proven hands-on experience with the HALO ITSM platform or comparable ITSM tools (e.g., ServiceNow, Jira Service Management). - Expertise in workflow automation, scripting (PowerShell, Python, or similar), and API integration (REST/SOAP). - Demonstrated experience in integrating ITSM platforms with CMDB, discovery tools, monitoring systems, and identity management solutions. - Familiarity with AI/automation technologies, including RPA, chatbots, and GenAI applications in service management. - Strong understanding of ITIL v4 frameworks, particularly in Incident, Problem, Change, and Request Management. - Experience working in service desk environments with ticketing systems and SLA/OLA tracking. - Analytical mindset with a track record of identifying automation opportunities and driving process optimization. - Leadership experience in managing cross-functional teams and leading automation initiatives from concept to deployment. - Knowledge of Lean, Six Sigma, or other continuous improvement methodologies is a plus. - Ability to communicate complex technical concepts to non-technical stakeholders and influence decision-making at leadership levels. Location: Pune