IT Technical Service Lead

Essentra; Bengaluru; On-site; INR 2,800,000 - 4,200,000; Full time

Job summary

Essentra Components in Bengaluru is seeking an experienced Technical Team Leader - IT Operations to guide our global technology operations. You will act as the senior escalation point for complex incidents and work with infrastructure, cloud, applications, security, and service management teams to improve reliability.

This hands-on leader will mentor engineers, drive operational excellence, and ensure governance, risk, and ITIL practices are embedded.

Qualifications

• 5+ years in IT Operations, Infrastructure, Cloud, End User Computing, or Enterprise Support environments.
• Experience managing or coordinating: Service Transition, Technical Escalations.
• Hands-on knowledge of Microsoft 365, Identity & Access Management, Networking.
• Strong understanding of ITIL Framework.
• Experience leading technical teams across multiple stakeholders.

Responsibilities

• Provide day-to-day technical leadership across IT Operations.
• Act as the senior escalation point for major incidents and complex technical issues.
• Coordinate cross-functional technical teams to restore services and resolve root causes.
• Drive consistent technical standards, support processes, and documentation practices.
• Mentor and coach technical engineers and support teams.

Skills

Leadership

Mentoring

Technical documentation

Knowledge management

Cross-stakeholder coordination

Tools

Microsoft 365

ServiceNow

Networking

Job description

At Essentra Components, we make it possible by uniquely combining the expertise and flexibility of a manufacturer with the service and product range of a distributor. As a global market leader in plastic injection moulded, vinyl dip moulded and metal components, we draw on over 65 years of experience producing essential components for a wide range of industries and applications. Making it easier for our customers is our top priority. That’s why we operate in 28 countries across 4 continents, supported by: - 16 manufacturing facilities - 34 distribution centres - 60 sales and service locations

With over 1 billion parts in stock and a portfolio of 45,000 products, we ensure fast delivery and immediate dispatch when you need it. Our Product Range Includes: - Caps and plugs

- Wire and cable management

- Flange protection

- Knobs, handles and grips

- PCB and electronics hardware.

About the Role

We are looking for an experienced Technical Team Leader - IT Operations to provide technical leadership across our global technology operations environment.

This role will act as the senior technical escalation point for complex incidents, operational challenges, service transitions, and continual improvement initiatives. You will work across infrastructure, cloud, applications, security, and service management teams to improve reliability, operational readiness, supportability, and technical capability.

This is an excellent opportunity for a hands‑on technical leader who enjoys solving complex problems, mentoring technical teams, and driving operational excellence in a global business environment.

Key Responsibilities

Technical Leadership

• Provide day-to-day technical leadership across IT Operations.
• Act as the senior escalation point for major incidents and complex technical issues.
• Coordinate cross-functional technical teams to restore services and resolve root causes.
• Drive consistent technical standards, support processes, and documentation practices.
• Provide technical recommendations and operational insights to senior leadership.

Incident & Problem Management

• Lead technical response during critical incidents.
• Coordinate resolver groups during high-priority outages.
• Conduct root cause analysis and oversee corrective actions.
• Identify recurring incidents and drive permanent solutions.
• Ensure lessons learned are captured and implemented.

Service Transition & Operational Readiness

• Assess operational readiness of new services before go-live.
• Ensure monitoring, documentation, support ownership, and recovery processes are established.
• Coordinate knowledge transfer from projects and vendors into support teams.
• Support successful transition of new technologies into production support.

Technical Governance & Assurance

• Maintain technical standards and operational controls.
• Review solutions for supportability, maintainability, and resilience.
• Identify risks relating to infrastructure, cloud platforms, capacity, and lifecycle management.
• Work closely with Architecture, Security, Infrastructure, and Applications teams.

Team Development

• Mentor and coach technical engineers and support teams.
• Identify skills gaps and support capability-building initiatives.
• Promote knowledge sharing and communities of practice.
• Reduce single points of failure through cross-training and documentation.
• Drive automation, monitoring, self-service, and operational efficiency initiatives.
• Reduce technical debt and recurring operational risks.
• Coordinate service improvement activities across support teams.
• Measure and validate operational improvements.

Team Management

• Line manage the Operations Coordinator.
• Ensure operational actions, documentation, and reporting activities are completed.
• Support planning, follow‑up activities, and operational governance processes.

Required Skills & Experience

• 5+ years' experience within IT Operations, Infrastructure, Cloud, End User Computing, or Enterprise Support environments
• Experience managing or coordinating:
• Service Transition
• Technical Escalations

Hands‑on knowledge of:

• Microsoft 365
• Identity & Access Management
• Networking

Strong understanding of:

• ITIL Framework

Experience:

• Leading technical teams across multiple stakeholders
• Technical Documentation
• Knowledge Management

Preferred

• Manufacturing or multi‑site operational environment experience
• Experience working within outsourced or multi‑supplier support models
• ServiceNow or equivalent ITSM platform experience
• Automation and Monitoring implementation experience
• Previous Team Lead or Supervisory experience
• Microsoft, Cisco, VMware, CompTIA, or Azure certifications

Success Measures

• Reduction in recurring incidents
• Faster resolution of major technical issues
• Improved operational readiness of new services
• Delivery of service improvement initiatives
• Improved knowledge management and documentation quality
• Reduced reliance on individual technical specialists
• Positive feedback from stakeholders and operational teams