Join our team as a Senior Team Lead for ITSM, focusing on Technology Strategy & Transformation in Bengaluru. This role is crucial for driving operational governance, service excellence, and continuous improvement across enterprise IT operations. You will lead the charge in Major Incident Management (MIM), Problem Management, and End-to-End SIAM Governance within a complex global multi-vendor landscape.

We seek an individual passionate about enhancing operational maturity. Your efforts will focus on governing ITSM processes, identifying improvement opportunities, elevating customer experience, boosting SLA/KPI performance, reducing ticket volumes, and optimizing workflows through standardization and automation.

Lead enterprise-wide Major Incident Management (P1/P2) for rapid service restoration and minimal disruption. Govern major incident bridges, escalations, and cross-functional recovery efforts. Facilitate Post Incident Reviews (PIR) and Root Cause Analysis (RCA) to prevent recurring issues.

Oversee end-to-end service delivery across multiple vendors, driving performance through SLA/KPI reviews and operational scorecards. Manage daily, weekly, and monthly operational governance forums. Ensure adherence to ITIL processes and governance standards.

Drive Problem Management to identify and eliminate root causes of recurring incidents using trend analysis and operational analytics. Govern the complete Incident, Problem, and Service Request lifecycle, monitoring ticket quality and SLA compliance.

Focus on Continuous Service Improvement (CSI) by enhancing Customer Experience, First Time Resolution (FTR), MTTR Reduction, and Operational Efficiency. Conduct ITSM process maturity assessments and support automation and AIOps initiatives.

A minimum of 6 years of experience in ITSM, SIAM, Major Incident Management, Problem Management, or Service Delivery Governance is essential. You should possess strong expertise in ITIL Incident, Major Incident, Problem, Change, and Service Request Management.

Demonstrated experience governing enterprise IT operations in complex, multi-vendor environments is required, along with a solid understanding of SIAM governance and service integration principles. Hands-on experience with ITSM platforms like ServiceNow or Remedy is crucial.

Excellent analytical skills for operational reporting, KPI analysis, and trend management are needed, complemented by strong executive communication, stakeholder management, and presentation abilities. Experience driving automation, workflow optimization, or AI-enabled operational improvements is highly desirable.

An understanding of Observability platforms (e.g., Dynatrace, Datadog) and event correlation for noise reduction, AI-assisted RCA, and predictive incident prevention will be an added advantage. Preferred qualification includes any Bachelor's degree.