Associate Principal - Program and Project Management

Larsen & Toubro Infotech Ltd (LTI); Bengaluru; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Larsen & Toubro Infotech Ltd (LTI) in Bengaluru seeks an Associate Principal - Program & Project Management to oversee operational governance across Service Desk, Infrastructure and Application Monitoring. The role drives service stability, performance KPIs and continuous improvements, coordinating multiple teams in a 24x7 environment.

You will lead critical incident responses, manage escalations, and advance automation initiatives while ensuring customer commitments and strong governance across

Qualifications

• 10-15 years of IT operations experience in multitower enterprise environments.
• Proven experience managing L1 operations such as Service Desk Infrastructure and Application Monitoring.
• Strong working knowledge of ITIL practices including Incident, Event, Request, Problem, Change, Knowledge and Major Incident Management.
• Experience in SLA and KPI governance, operational reporting, service reviews, escalation management and continual service improvement.
• Strong customer-facing communication, stakeholder management, decision-making and presentation skills.

Responsibilities

• Own service delivery performance across Service Desk Infrastructure and Application Monitoring Data Access and L15 AMS services.
• Ensure SLAs, KPIs, obligations and customer commitments are achieved with clear recovery plans.
• Lead governance forums for performance risks, escalations, service improvement actions and readiness.
• Act as primary operational escalation point during service-impacting events.
• Provide leadership during incidents, ensuring coordination, communication and corrective actions.
• Govern 24x7 infrastructure and monitoring operations including event handling and escalation.
• Drive improvements in quality through tuning, noise reduction and removal of monitoring gaps.
• Oversee Service Desk performance including FCR, customer experience and queue health.
• Govern L15 AMS operations including incidents and requests, backlog control and coordination.
• Root cause analysis, corrective action tracking and preventive measures for recurring incidents.
• Drive adherence to ITIL processes and major incident management.
• Own automation agenda across in-scope services and self-service initiatives.
• Present performance risks, trends and improvement recommendations to leadership.
• Manage resource capacity, shift coverage and succession planning.
• Collaborate with security, EUC, vendors and business teams to improve service stability.

Skills

IT operations

L1 operations

ITIL practices

stakeholder management

presentation skills

customer-facing communication

Tools

Ivanti ServiceNow

Xcurrent

Job description

Associate Principal - Program & Project Management

Role Purpose

The L1 Support Project Manager is accountable for operational governance and service performance across Service Desk Infrastructure and Application Monitoring Data Access and L15 Application Support The role brings the teams together as one support function maintains control of service levels and customer experience and drives practical improvements in stability monitoring knowledge automation and operational efficiency

Key Responsibilities

• Own service delivery performance across Service Desk Infrastructure and Application Monitoring Data Access and L15 AMS services
• Ensure contractual SLAs KPIs operational obligations and customer commitments are achieved with clear recovery plans for any deviation
• Lead daily weekly and monthly governance forums covering performance risks escalations service improvement actions and operational readiness
• Act as the primary operational escalation point for customer stakeholders and internal delivery teams during serviceimpacting events
• Provide leadership during critical incidents ensuring effective coordination timely communication service restoration and followthrough on corrective actions
• Govern 24x7 Infrastructure and Application Monitoring operations including event handling response monitoring coverage escalation and handoff to resolver teams
• Drive improvements in quality through threshold tuning noise reduction removal of duplicate s and closure of monitoring gaps
• Oversee Service Desk performance including First Contact Resolution customer experience ticket quality queue health backlog aging and workforce planning
• Govern L15 AMS operations including application and datarelated incidents and requests ticket queues SLA compliance recurring issues backlog control and coordination with application owners and resolver teams
• Ensure timely and goodquality root cause analysis corrective action tracking and implementation of preventive measures for recurring incidents
• Drive adherence to Incident Request Problem Change Knowledge Event and Major Incident Management processes
• Own the automation agenda across the inscope services maintaining a prioritized pipeline for selfservice workflow automation toticket automation knowledgeled ticket deflection and reduction of repetitive manual effort track delivery and realized benefits
• Present service performance risks trends capacity concerns and improvement recommendations to SSP and LTIMindtree leadership
• Manage resource capacity shift coverage skills readiness crosstraining productivity and succession for the teams in scope
• Work closely with infrastructure application security EUC vendor and business teams to improve service stability and enduser experience

Required Skills and Experience

• 1015 years of IT operations experience including management of multitower support services in an enterprise environment
• Proven experience managing L1 operations such as Service Desk Infrastructure and Application Monitoring and Application Support operations
• Strong working knowledge of ITIL practices particularly Incident Event Request Problem Change Knowledge and Major Incident Management
• Experience in SLA and KPI governance operational reporting service reviews escalation management and continual service improvement
• Strong customerfacing communication stakeholder management decisionmaking and presentation skills
• Handson understanding of ITSM platforms such as Ivanti ServiceNow Xurrent or equivalent
• Ability to manage distributed teams 24x7 operations shift coverage and competing operational priorities

Preferred Additional Skills

• Experience governing EUC services covering Microsoft 365 Microsoft Intune Microsoft Entra ID endpoint compliance patching software distribution and Windows endpoint support
• Experience managing Kaseyabased monitoring endpoint management automation or remote support operations
• Exposure to application and infrastructure monitoring tools such as Azure Monitor SolarWinds PRTG Dynatrace AppDynamics Splunk SCOM or LogicMonitor
• ITIL 4 Foundation or higher certification service management or project management certification is an advantage
• Experience driving selfservice Power Platform PowerShell RPA or AIenabled service improvement initiatives