Telco-ITSM (Information Technology Service Management) and Network Expert

Job Title: Telco-ITSM (Information Technology Service Management) and Network Expert

Job Context:

We are seeking a highly skilled and experienced Telco ITSM and Network to join our team. The ideal candidate will possess deep expertise in ITSM processes, network and IT monitoring, security processes, and the telecommunications industry, along with experience in leveraging AI-based ITSM capabilities. This role will be responsible for designing, implementing, and optimizing ITSM processes and monitoring capabilities to ensure the highest level of service delivery, network performance, and security.

Duties & Responsibilities:

  1. ITSM Process Design and Implementation:
    • Develop and implement ITSM processes, including incident management, problem management, change management, and service level management.
    • Ensure alignment of ITSM processes with industry best practices and standards (e.g., ITIL).
    • Leverage AI-based ITSM tools and capabilities to enhance process efficiency and effectiveness.
    • Collaborate with cross-functional teams to integrate ITSM processes with existing systems and tools.
  2. Network and IT Monitoring:
    • Design and implement comprehensive network and IT monitoring strategies.
    • Select and configure monitoring tools to provide real-time visibility into network performance, availability, and security.
    • Develop monitoring dashboards and alerts to proactively identify and address issues.
    • Incorporate AI and machine learning techniques to predict and prevent network and IT issues.
  3. Security Process Implementation:
    • Develop and enforce security processes and policies to safeguard network and IT infrastructure.
    • Monitor and respond to security incidents and vulnerabilities.
    • Implement security monitoring tools and practices to ensure compliance with industry standards and regulations.
    • Collaborate with the security team to integrate security measures into ITSM and monitoring processes.


  1. Capability Building:
    • Conduct training sessions and workshops to educate staff on ITSM processes, monitoring tools, and security practices.
    • Develop documentation and knowledge base articles to support ITSM, monitoring, and security activities.
    • Mentor and guide team members to build their expertise in ITSM, network monitoring, and security processes.
  2. Performance Optimization:
    • Analyze performance data to identify trends and areas for improvement.
    • Implement process improvements and automation to enhance efficiency and reduce downtime.
    • Collaborate with vendors and service providers to ensure optimal performance and reliability.
  3. Stakeholder Engagement:
    • Work closely with business stakeholders to understand their requirements and ensure IT services meet their needs.
    • Provide regular reports and updates to senior management on ITSM, monitoring, and security activities.
    • Participate in strategic planning and decision-making processes to support business objectives.

Educational Qualifications:

Bachelor’s degree in Information Technology, Computer Science, or a related field.

Experience Requirements:

  • Minimum of 2 years of experience in ITSM, network/IT monitoring, and security processes within the telecommunications industry.

Additional Requirement:

  • In-depth knowledge of ITSM frameworks (e.g., ITIL) and network monitoring tools (e.g., Nagios, SolarWinds, Zabbix).
  • Experience with AI-based ITSM tools and capabilities.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Proven ability to lead and mentor teams.
  • Relevant certifications (e.g., ITIL, CCNA, CCNP, CISSP) are a plus.
  • Big Telco or Bank experience in Bangladesh would be ideal
  • Experience with cloud-based monitoring solutions (e.g., AWS CloudWatch, Azure Monitor).
  • Familiarity with automation and scripting languages (e.g., Python, PowerShell).
  • Knowledge of telecommunications network architectures and protocols.
  • Experience with DevOps and CI/CD practices.
  • Understanding of machine learning and AI techniques for ITSM and network monitoring.
  • This position may require occasional on-call support and travel.

Compensation & Other Benefits:

  • as per company policies

Job Summary:


New DOHS, Mohakhali, Dhaka

Job Type:



July 30, 2024 12:00 am

Working Hours:

9.00 AM - 6.00 PM


Friday and Saturday



No. Of Vacancies:


Deadline Crossed
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