Architect

Virtusa; Chennai District; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Virtusa in Chennai seeks an experienced IT service operations leader to oversee end-to-end ITSM for large-scale services. You will drive ITIL and Agile practices, ensure SLA/KPI achievement, and coordinate cross-functional teams across delivery, finance, and client relations.

You will manage service accounts, budgets, and forecasting, acting as the primary escalation point for executives and client leaders while championing continuous improvement and risk mitigation in a fast-paced environment.

Qualifications

• 14+ years in progressive IT with ITSM and large service operations.
• Proven ITIL mastery with Incident/Problem/Change.
• Strong cost forecasting and vendor/SOW management.
• Executive communication and crisis management skills.
• Experience with data engineering, cloud, or analytics preferred.

Responsibilities

• Oversee end-to-end IT service operations with SLA/KPI adherence.
• Promote ITIL and Agile service management practices.
• Manage service accounts, budgets, forecasting, and billing allocations.
• Serve as escalation bridge between executives, client leaders, and delivery teams.
• Identify risks, lead major incident resolution, perform RCA, and mitigate roadblocks.

Skills

ITSM leadership

Executive communication

Vendor management

Cross-functional leadership

Incident/Problem/Change mgmt

Data/Cloud/Analytics exposure

Education

Bachelor's in IT/Engineering

Master's degree (preferred)

Job description

Key Responsibilities

• Oversee end-to-end IT service operations, ensuring continuous service optimization, strict adherence to SLAs/KPIs, and high-quality, value-driven service execution.
• Drive ITIL and Agile service management best practices to promote high operational stability, incident reduction, and seamless cross-functional collaboration.
• Manage service accounts, operational budgets, resource forecasting, and billing allocations to maximize cost efficiency and operational performance.
• Act as the primary escalation point and strategic bridge between executive business stakeholders, client leaders, and internal technical delivery teams.
• Proactively identify operational risks, lead major incident resolution, engineer root-cause analysis (RCA) strategies, and resolve complex delivery roadblocks.

Qualifications & Requirements

• Experience: Minimum 14 years of progressive IT experience, with a proven track record in end-to-end IT service management (ITSM) and multi-million-dollar service operations.
• Strong mastery of ITIL frameworks (Incident, Problem, Change Management) alongside Agile, SAFe, or hybrid delivery models.
• High proficiency in service account management, vendor management, SOW compliance, financial forecasting, and resource utilization.
• Executive-level communication, negotiation, crisis management, and cross-functional team leadership capabilities.
• Background or technical exposure to Data Engineering, Cloud Infrastructure (AWS/Azure/GCP), or Advanced Analytics environments is highly preferred.