Senior Team Lead | ITSM | Bengaluru | Technology Strategy & Transformation

Sr. Team Lead Enterprise Technology & Performance-Technology Strategy & Transformation ITSM-SIAM

• Location: Bengaluru

The team

Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth.Learn more about ET&P

Your work profile

We are looking for an experienced ITSM Center of Excellence Consultant Service Governance SIAM & Operational Excellence to lead and drive operational governance service excellence and continuous improvement across enterprise IT operations. This role serves as a centralized governance function responsible for driving Major Incident Management (MIM) Problem Management and End-to-End SIAM Governance across a Global complex multi-vendor environment.

The ideal candidate will drive operational maturity by governing ITSM processes identifying improvement opportunities enhancing customer experience improving SLA/KPI performance reducing ticket volumes and optimizing ITSM workflows through process standardization and automation.

• Drive enterprise-wide Major Incident Management (P1/P2) Bridges ensuring rapid service restoration and minimal business disruption.
• Lead major incident bridge governance executive communications escalation management and cross-functional recovery coordination.
• Facilitate Post Incident Reviews (PIR) Root Cause Analysis (RCA) and corrective action governance to reduce recurring incidents.
• Monitor major incident trends and drive initiatives to improve operational resilience and service stability.
• Govern end-to-end service delivery across multiple internal and external service providers.
• Drive vendor governance through SLA/KPI reviews operational scorecards and service performance governance.
• Facilitate Daily Weekly Monthly and Quarterly operational governance forums.
• Ensure adherence to ITIL processes governance standards and operational policies across support teams.
• Drive accountability through service reviews action tracking and governance reporting - Business Service Health Critical Business Services Service Mapping Business Impact Analysis & End-to-End Service Availability
• Problem Management
• Drive & govern enterprise Problem Management processes to identify recurring incidents and eliminate underlying root causes using 5 Whys methodology.
• Drive proactive problem identification through trend analysis incident correlation and operational analytics.
• Monitor Problem lifecycle compliance and ensure timely execution of corrective and preventive actions are executed and documented by respective Problem owners within ITSM tool.
• Create & Track Known Errors Problem Backlog and permanent fix implementation.
• End-to-End Ticket Governance
• Govern the complete Incident Problem Service Request lifecycle across Priority P1P4 tickets.
• Monitor ticket quality assignment accuracy aging backlog reassignments and SLA compliance.
• Identify opportunities to reduce ticket volume through automation shift-left initiatives knowledge management and process improvements.
• Predictive Incident Analytics Trend Forecasting Capacity Analytics Risk-based Governance & Service Health Analytic
• Ensure ticket hygiene process compliance and governance adherence across resolver groups.
• Continuous Service Improvement (CSI)
• Customer Experience
• First Time Resolution (FTR)
• MTTR Reduction
• Operational Efficiency
• Drive Service Improvement Plans (SIPs) and track realization of operational benefits.
• Conduct ITSM process maturity assessments and recommend best practice improvements.
• Support implementation of automation AIOps and workflow optimization initiatives.

Key skills required:

• 6 years of experience in ITSM SIAM Major Incident Management Problem Management or Service Delivery Governance.
• Strong expertise in ITIL Incident Major Incident Problem Change and Service Request Management.
• Experience governing enterprise IT operations within complex multi-vendor environments.
• Strong understanding of SIAM governance operational excellence and service integration principles.
• Experience performing ITSM process assessments governance reviews and service improvement initiatives.
• Hands-on experience with ITSM platforms such as ServiceNow Remedy or equivalent.
• Strong analytical skills with experience in operational reporting KPI analysis and trend management.
• Excellent executive communication stakeholder management and presentation skills.
• Experience driving automation workflow optimization or AI-enabled operational improvements is desirable.
• Experience driving automation workflow optimization or AI-enabled operational improvements is desirable.
• Understanding and experience on Observability platforms: Dynatrace Datadog Splunk AppDynamics Elastic Azure Monitor will be added Advantage
• Understanding and experience on Event correlation: Noise reduction AI-assisted RCA Predictive incident prevention Intelligent automation & Generative AI for operational governance will be added Advantage
• Preferred Qualifications-Any Bachelors
• Work Mode: Work from Office (247 Operations Rotational Shifts)
• Employment Type: Contract-to-Hire (C2H)
• Experience: 6 Years
• Notice Period: Immediate Joiners Preferred (Maximum 30 Days Notice Period)