Cross Functional Lead - L2

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

Job summary

A leading IT services firm is seeking a Cross Functional Lead - L2 to manage ITIL processes for a single customer. This role requires 10–14 years of experience in IT Service Management and expertise in tools like ServiceNow. Candidates should have strong team management, communication, and documentation skills. This full-time position is crucial in coordinating day-to-day operations and ensuring process adherence in a multi-vendor environment.

Qualifications

• 10 – 14 years experience in ITSM practice and managing various ITIL process roles.
• ITIL v4 MP / ITIL; 2011 Expert / ITIL 2011 Intermediate Certified; SIAM Foundation / Architect Certification.
• Good knowledge of ITSM tools and capability to deliver ITIL trainings.

Responsibilities

• Act as a single point of contact for executing ITIL Processes.
• Manage discussions with the customer and other service providers.
• Lead ITIL process resources to achieve KPIs and service-level targets.
• Ensure process adherence and drive internal audits.

Skills

ITIL Process Management

Team Management

Excellent Communication

Documentation Skills

ITIL Training Delivery

Education

Graduate or postgraduate in Management/Engineering/Computer Sciences

Tools

ServiceNow

Remedy

HPSM

Job description

Cross Functional Lead - L2

Wipro

Responsibilities

• Act as a single point of contact for the execution of ITIL Processes (incident, problem, change, etc.) designed for a single customer or as per SIAM framework in a multi‑vendor environment.
• Connect, update, and manage discussions with the customer and other service providers/vendors for all in‑scope infrastructure‑related technical services (networking, servers, VMware, storage).
• Drive and collaborate with multiple stakeholders on day‑to‑day operations to coordinate across technical towers.
• Lead ITIL process resources to achieve process KPIs 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, ensuring availability and capacity targets.
• Ensure process adherence and meet the quality norms of Wipro and the customer.
• Drive internal audits, define and drive service‑improvement programs based on external audit findings.
• Report to the customer on all process areas as per contractual agreements.

Experience / Skills

• 10 – 14 years experience in ITSM practice, managing various ITIL process roles (incident, problem, change, asset, and configuration manager).
• ITIL v4 MP / ITIL; 2011 Expert / ITIL 2011 Intermediate Certified; SIAM Foundation / Architect Certification.
• Good knowledge of ITSM tools (ServiceNow, Remedy, HPSM, etc.).
• Capability to deliver ITIL trainings.
• Excellent team‑management and interpersonal skills.
• Excellent presentation, verbal, and written communication and facilitation skills.
• Good documentation and process‑flow diagramming skills.
• Graduate or postgraduate in Management / Engineering / Computer Sciences.

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Business Development and Sales

Industries

• IT Services and IT Consulting

Reinvent your world. 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.

Referrals increase your chances of interviewing at Wipro by 2x.