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

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