Join our dynamic team as an ITSM Team Lead in Bengaluru, driving critical IT incident response for high-profile clients. This role is essential for maintaining operational excellence and ensuring swift resolution of major IT incidents.

As a Team Lead, you will be instrumental in orchestrating the efforts of cross-functional technical teams, managing stakeholder communications, and upholding service levels during high-impact events. This contract position offers an initial duration of three months with potential for extension based on client needs.

Lead major incident bridge calls, ensuring structured communication and timely escalations. Coordinate recovery actions with infrastructure, application, and vendor teams. Communicate effectively with business stakeholders, service owners, and leadership during and after incidents. Adhere to ITIL-aligned Service Management practices, including Incident, Problem, and Change Management. Drive root cause analysis (RCA) and contribute to post-incident reviews (PIR) for continuous improvement. Monitor incident trends to proactively identify and recommend preventive measures. Collaborate with teams like Cybersecurity and Service Desk to enhance operational resilience.

A Bachelor's or Master's degree is required. Extensive experience in Major Incident Management within enterprise IT environments is essential. Solid understanding of ITIL practices, especially Incident, Problem, and Change Management. Proven ability to lead recovery calls, manage high-pressure situations, and drive consensus. Experience coordinating with global support teams, vendors, and business stakeholders. Exceptional verbal, written, and executive communication skills. Familiarity with ITSM platforms such as ServiceNow or Remedy. Experience in managing cadence calls and preparing executive presentations is beneficial.