Technical Lead (Tools & Automation)

Job Summary

Role Overview:

The Asset Management Subject Matter Expert (SME) is responsible for ensuring effective execution, governance, and continuous improvement of IT Asset Management (ITAM) processes within the ADB engagement. The role acts as a Level-2 functional expert, driving operational stability, compliance adherence, and process standardization across asset lifecycle management.

Key Responsibilities

Key Responsibilities:

Operational SME Support:

Act as an escalation point for complex ITAM issues and incidents

Perform advanced troubleshooting and resolution validation

Manage non-standard asset scenarios and high-impact cases

Ensure service continuity during BAU

ITAM Process Governance & Compliance:

Ensure adherence to ADB ITAM policies, workflows, and compliance standards

Conduct process validation across asset lifecycle:

Asset provisioning

Deployment & tagging

Returns & disposals

Inventory updates in CMDB / SNOW

Identify deviations and implement real-time corrective actions

Asset Lifecycle Management:

Oversee end-to-end hardware asset lifecycle including:

Inventory control and reconciliation

Asset tracking and accountability

IMACD activities (Install, Move, Add, Change, Dispose)

Validate asset data accuracy between physical inventory and Service Now asset tables

Quality Assurance & Reporting:

Perform quality checks on ITAM processes and ticket workflows

Ensure SLA adherence and alignment with governance KPIs

Support operations reporting and SLA reporting for internal and customer reviews

Drive audit readiness and compliance reporting

Team Enablement & Guidance:

Provide real-time coaching to Level-1 teams during daily operations

Conduct daily huddles / knowledge reinforcement sessions

Guide teams on ADB-specific ITAM governance and QA parameters

1. Cross-Functional Coordination

Collaborate with:

Deskside Support

Remote Support Teams:

Service Delivery Managers:

Ensure adoption of standardized ITAM practices across functions

Process Stabilization & Continuous Improvement:

Stabilize operations during BAU phases through:

Ticket validation

Data accuracy checks

Workflow monitoring

Identify improvement areas and recommend process optimization initiatives

ITAM Tools & Platform Ownership:

Strong working knowledge of:

Service Now ITAM modules (HAM/SAM, CMDB)

Ensure proper usage and governance of ITAM tools aligned with ADB standards

Skill Requirements

Mandatory Skills:

IT Asset Management (Hardware Lifecycle Management)

Service Now ITAM (HAM, SAM, CMDB)

ITAM Process Governance & Standardization:

Asset Inventory & Reconciliation:

SLA Monitoring & Reporting:

Preferred Skills:

ITIL Framework knowledge:

Audit & compliance exposure

Data analysis and reporting

Stakeholder communication

Experience & Qualification:

5–7 years of relevant ITAM experience

Hands-on experience in enterprise ITAM operations

Experience working in Enterprise /BANK /FSI steady-state environments

Exposure to large-scale asset environments (multi-geo preferred)

Key Performance Indicators (KPIs)

SLA adherence and ticket resolution quality

Accuracy of CMDB and asset inventory

Compliance to ADB ITAM processes:

Reduction in audit findings / discrepancies

Process adherence across teams

Working Model

Location: Customer site / Manila delivery center

Shift: Business hours aligned to customer operations

Engagement Type: Managed Services (BAU + Governance)

Other Requirements

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