IT Operation Head- Telco
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Job Summary
IT Operations Head Telco
Location: Pune
Role Overview
Sole ownership of IT Operations for one of our largest Tier-1 telecom accounts in Europe US and APAC spanning Applications (BSS/OSS) Cloud & Infrastructure Cybersecurity Observability/AIOps ITSM a 140 FTE offshore organization.
We want a builder-operator someone who will personally lead the service uplift plan get the teams capability and culture right and push automation/AIOps hard enough that it actually changes the numbers. Equally this person needs to be comfortable outside the IT conversation: sitting with the clients business and customer-experience stakeholders understanding what good looks like for their end customers and shaping IT operations decisions around that not just SLA compliance but a client that feels genuinely well served.
If youve done this before taken over a large high-visibility telecom account put your own hands on the recovery and left it materially better this is that role again at a bigger scale.
Mandatory Requirements
Telecom IT/BSS-OSS depth not network engineering: hands-on experience running IT operations for telecom BSS/OSS applications cloud/infra and ITSM candidates with a pure telecom network operations background do not meet this requirement.
1820 years in IT services / managed services with at least 810 years in a senior operations leadership role (Ops Head / Service Delivery Director level or equivalent) not a mid-level delivery manager.
Proven experience leading a large offshore delivery organization of 140 FTEs across multiple streams (Apps Infra SecOps etc) must show direct verifiable ownership of a team at this scale.
Multi-geography telecom client exposure has directly managed or supported telecom operators in at least two of: APAC Europe US.
Demonstrated track record of service uplift has personally led performance turnaround on a large telecom account facing challenging SLAs (recovery planning MIM/RCA overhaul rebuilding client trust).
Comfortable operating beyond IT can engage the clients business and customer-experience stakeholders directly not just the CIO/CTO organization.
Hands-on AIOps/automation driver has led (not just endorsed) adoption of AIOps observability tooling and automation/self-healing to reduce MTTR incident volume and cost.
Strong executive presence with proven P&L ownership and Senior director level stakeholder management.
Key Responsibilities
Own 24x7 IT operations delivery and SLA/KPI/XLA performance across the full stack; be the escalation point for major incidents and drive proactive prevention-led operations.
Lead and execute the service uplift plan where SLAs are under pressure hands-on not delegated.
Engage directly with client business and customer-experience teams not just IT to understand end-customer impact and shape operations priorities accordingly.
Build restructure and upskill the delivery organization (140 FTEs); strengthen the leadership bench and succession pipeline.
Drive AIOps observability and automation adoption to modernize operations toward predictive/autonomous operations.
Own the client relationship at director level; run governance forums service reviews and transformation discussions.
Own P&L for the operations portfolio; deliver productivity gains automation ROI and support renewals/growth.
Represent the organization in audits CSAT and governance/compliance forums.
About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.
