CROSS FUNCTIONAL LEAD L2

Wipro; Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A leading IT services provider in Bengaluru is seeking a cross-functional lead with 10–14 years of ITSM experience. The role requires managing ITIL processes including incident, problem, and change management while ensuring adherence to quality norms. The ideal candidate will deliver training in ITIL practices and demonstrate strong skills in communication and stakeholder management. This full-time position contributes to business development and IT consulting services.

Qualifications

• 10–14 years of experience in ITSM with various ITIL processes.
• Certifications in ITIL V4 Practitioner/Expert and SIAM are beneficial.
• Ability to deliver ITIL training is required.

Responsibilities

• Manage discussions with customers and vendors for infrastructure services.
• Coordinate across technical towers for operational needs.
• Act as crisis manager during incidents and maintain CMDB.

Skills

ITIL process management

Stakeholder management

Crisis management

Process adherence

ITSM tools knowledge

Communication skills

Education

Bachelor’s or Master’s in Management, Engineering, Computer Science, or related field

Tools

ServiceNow

Remedy

HPSM

Job description

Job Description

As a cross-functional lead you will serve as the single point of contact for the execution of ITIL processes (incident, problem, change management, etc.) in a single customer environment or within a SIAM framework across a multi‑vendor landscape.

Responsibilities

• Connect, update and manage discussions with the customer and other service providers/vendors for all in-scope infrastructure services (networking, servers, VMware, storage, etc.).
• Drive and collaborate with multiple stakeholders on day-to-day operations to coordinate across technical towers.
• Lead ITIL process resources to nullptr process KPI and service‑level targets.
• Act as a crisis manager during critical incidents; guide proactive problem management, address critical issues to avoid change failures, and maintain an up‑to‑date CMDB to achieve availability and capacity targets.
• Ensure process adherence and meet Wipro and customer quality norms.
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• Drive internal audits, define, and implement service improvement programs based on external audit findings.
• Report to the customer on all process areas as217 per contractual agreements.

Qualifications

• 10–14 years of experience in ITSM, managing various ITIL process roles (incident, problem, change, asset, configuration).
• Certifications: ITIL V4 Practitioner/Expert, SIAM Foundation/Architect (certifications optional).
• Strong knowledge of ITSM tools such as ServiceNow, Remedy, HPSM, etc.
• Capability to deliver ITIL training.
• Excellent team‑management, interpersonal, presentation, verbal and written communication, facilitation, and documentation/process‑flow diagramming skills.
• Bachelor’s or Master’s in Management, Engineering, Computer Science, or related field.

Seniority Level

• Mid‑Senior Level

Employment Type

• Full-time

Job Function

• Business Development and Sales
• IT Services and IT Consulting

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