CFS Lead- Pune

Wipro Technologies; Hyderabad; On-site; INR 1,200,000 - 1,700,000; Full time

Job summary

Wipro Limited in Hyderabad seeks a skilled ITIL-aligned Incident & Service Delivery Lead to resolve high-priority incidents, ensure SLA compliance, and analyze performance trends. You will coordinate with internal and external stakeholders to maintain service health and drive improvements.

The role requires experience in multi-tower service delivery, strong escalation management, and governance of ITIL processes to ensure compliance and reliable operations.

Qualifications

• Mandatory ITIL framework knowledge (ITIL 4 preferred)
• Experience in multi-tower service delivery
• Strong stakeholder and escalation management skills

Responsibilities

• Own end-to-end service performance across multiple towers
• Govern major incidents (P1/P2) and cross-functional resolution
• Drive RCA and Problem Management
• Enforce ITIL processes and controls
• Ensure SLA and regulatory compliance
• Govern cross-functional changes and releases
• Support service transition and hypercare
• Act as single point of accountability
• Govern multi-vendor performance
• Drive CSI initiatives, automation, and standardization

Skills

ITIL framework knowledge

Multi-tower service delivery

Stakeholder management

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

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 learningContribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.

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)

• Own end-to-end service performance across multiple towers
• Ensure service integration across ITIL practices
• Govern major incidents (P1/P2) and cross-functional resolution
• Drive RCA and Problem Management
• Enforce ITIL processes and controls
• Ensure SLA and regulatory compliance
• Govern cross-functional changes and releases
• Support service transition and hypercare
• Act as single point of accountability
• Govern multi-vendor performance
• 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

We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.

Wipro is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.

Wipro is committed to creating an accessible, supportive, and inclusive workplace. Reasonable accommodation will be provided to all applicants including persons with disabilities, throughout the recruitment and selection process. Accommodations must be communicated in advance of the application, where possible, and will be reviewed on an individual basis. Wipro provides equal opportunities to all and values diversity.