ITIL Process Management Infrastructure Lead

Key Responsibilities

Incident & Technical Delivery Management

1. Own and lead end-to-end Incident and Major Incident Management in line with ITIL processes acting as Major Incident Manager during critical service disruptions
2. Coordinate internal technical teams and external vendors to ensure rapid service restoration effective escalation and clear stakeholder communication
3. Ensure delivery of assigned services against SLAs KPIs and contractual commitments with full accountability for service performance
4. Drive Root Cause Analysis (RCA) post-incident reviews and corrective action plans to prevent recurrence and improve service stability
5. Track incident and service performance trends proactively identifying risks and improvement opportunities
6. Oversee operational reporting service reviews and delivery governance forums
7. Manage delivery risks technical dependencies and escalations across the operational scope
8. Provide technical leadership and oversight across Systems Databases Network ControlM Ansible automation MSO and Azure environments ensuring secure stable and scalable operations
9. Coordinate with variety of Technology teams to enable quick decision making during regular operations & Crisis Management

Stakeholder Governance & Team Management

1. Act as the primary interface for customers internal teams and leadership
2. Lead service reviews operational committees and escalation forums
3. Coordinate crossfunctional L2/L3 teams and vendors
4. Ensure clear ownership through defined RACI and escalation models

Continuous Improvement & Compliance

1. Drive service quality improvement automation and incident reduction initiatives
2. Ensure compliance with ITIL processes security and audit requirements (ISO/ISAE)

Required Skills & Competencies

1. Strong experience in Incident & Major Incident Management
2. Proven technical delivery management background (Infrastructure Cloud Applications)
3. Solid knowledge of ITSM / ITIL processes and tools
4. Strong stakeholder communication and crisis leadership skills
5. Experience managing multi-vendor enterprise-scale environments

Total Experience Expected: 06-08 years

Qualifications :

Education & Certifications (Preferred)

1. Bachelors degree in Engineering / Computer Science or equivalent (desirable)
2. ITIL Foundation / Practitioner (preferred)
3. Agile or Cloud certifications (desirable)

Additional Information :

24x7 oncall availability during critical incidents as per rota

Ability to work across global time zones and multicultural teams

Highvisibility role with direct interaction with senior leadership and customers

At our organization we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.

Remote Work :

No

Employment Type :

Full-time