CFS Lead- Pune
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Job Summary
Role Purpose
The purpose of this role is to resolve high-priority incidents through advanced troubleshooting ensure SLA compliance analyse system performance trends and create mitigation measures by collaborating with internal and external stakeholders.
Areas of responsibility
Triaging and resolution of tickets-Provide resolution to high priority incident (P2) tickets performing advanced troubleshooting and root cause analysis to ensure timely closure.
SLA Monitoring-Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.
Performance tuning and optimization-Analyse system performance data coordinate findings on system behaviour and support capacity planning initiatives to enhance overall system efficiency.
Perform system Improvements-Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams.
Handling disaster recovery-Perform security assessments and recovery drills and implement necessary controls to ensure compliance with established security standards.
Reporting and stakeholder engagement-Participate in weekly and monthly service review meetings provide updates on performance and issues and support stakeholder communication to ensure transparency and service alignment.
Team Management-Collaborate with team members to resolve open tickets and service requests.
Knowledge base and continuous learning Contribute to updating SOPs knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.
Role Purpose
The Cross Functional ServicesLead(CFSLead) is accountable for end-to-end service performance across multiple ITIL practices and delivery towers ensuring seamless service integration operational excellence and customer outcomes. The role acts as the central orchestration point across infrastructure applications vendors and support functions to deliver stable compliant and continuously improving IT services.
Key Objectives
- Ensure integrated service delivery across cross-functional teams
- Own service health stability and SLA compliance
- Drive ITIL-aligned governance risk management and continual improvement
- Act as the single escalation and decision authority for cross-tower issues
Key Responsibilities (ITIL-Aligned)
Service Ownership & Integration:
- Own end-to-end service performance across multiple towers
- Ensure service integration across ITIL practices
Service Operations & Stability:
- Govern major incidents (P1/P2) and cross-functional resolution
- Drive RCA and Problem Management
Governance & Compliance:
- Enforce ITIL processes and controls
- Ensure SLA and regulatory compliance
Change & Transition Oversight:
- Govern cross-functional changes and releases
- Support service transition and hypercare
Stakeholder & Vendor Management:
- Act assingle point of accountability
- Govern multi-vendor performance
Continual Service Improvement:
- Drive CSI initiatives automation and standardization
Key Metrics
- SLA/SLO compliance
- Major incident MTTR
- Service availability and reliability
- Change success rate
- Customer satisfaction (CSAT)
Required Skills & Experience
Mandatory:
- Strong ITIL framework knowledge (ITIL 4 preferred)
- Experience in multi-tower service delivery
- Strong stakeholder and escalation management skills
Desirable:
- ITIL 4 Managing Professional / Expert
- SIAM or multi-vendor experience
- Exposure to Automation AIOps DevOps or SRE
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.
