Consultant | ITSM (IT Service Management) | Bengaluru | TECH STRATEGY & TRANSFORMATION

Team Lead Enterprise Technology & Performance-Technology Strategy & Transformation

ITSM (IT Service Management)

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

• Own and lead Major Incident bridge calls ensuring structured communication timely escalations and effective technical engagement.
• Coordinate recovery actions by working closely with infrastructure application and vendor teams.
• Communicate clearly and consistently with business stakeholders service owners and leadership teams during and after incidents.
• Follow ITIL-aligned Service Management practices including Change Problem and Incident Management processes.
• Drive root cause analysis (RCA) and contribute to post-incident reviews (PIR) ensuring lessons learned and continuous improvements.
• Monitor incident trends recurring issues and systemic gaps proactively recommending preventive measures.
• Collaborate with Key stakeholders liaising with MIM Process like Cybersecurity Service Desk and third-party support teams to enhance operational resilience.
• Identify & Participate in process improvement compliance audits and operational reviews related to incident management.

Key skills required:

• Proven experience in Major Incident Management within enterprise IT environments.
• Strong knowledge of ITIL practices particularly Incident Problem and Change Management.
• Excellent ability to lead recovery calls manage high-pressure situations and drive consensus.
• Experience coordinating with global support teams vendors and business stakeholders.
• Familiarity with tools like ServiceNow Remedy or similar ITSM platforms.
• Certifications in ITIL4 ServiceNow or similar frameworks preferred.
• Education Any Bachelors/Masters