ITSM Operations Lead

844 Altera Semiconductor Technology India Pvt. Ltd.; Bengaluru; On-site; INR 2,500,000 - 3,800,000; Full time

Job summary

844 Altera Semiconductor Technology India Pvt. Ltd. is seeking an experienced ITSM Operations Lead in Bengaluru to drive governance, strategy, and efficiency across ITIL processes.

You will lead incidents, problems, changes, and SACM while collaborating with cross-functional teams and service desk analysts to improve availability and MTTR. The role requires 5+ years in IT Operations or Service Management, ITIL certifications, and hands-on experience with ServiceNow or similar ITSM platforms.

Qualifications

• 5+ years of IT Operations, Service Management, or Technical Support Leadership.

Responsibilities

• Drive operational governance across ITIL processes: Incident, Problem, Change, SACM, and Request Fulfillment.
• Act as Major Incident Manager for high-severity P1/P2 incidents with cross-functional coordination.
• Lead RCA and PIRs to identify root causes and remediate.
• Facilitate CAB meetings and manage change risk during deployments.
• Oversee ITSM platform administration (ServiceNow/Jira Service Management) and reporting dashboards.
• Analyze KPIs (MTTR, SLA, Change Success Rate) and drive CSI.
• Supervise MSPs to maintain ITIL-aligned service delivery.

Skills

ITIL & ITSM

Incident Mgmt

Problem Mgmt

Change Enablement

SLA/MTTR Reporting

Leadership

Platform Admin

Stakeholder Comm

Tools

ServiceNow

Jira Service Management

Remedy

Freshservice

Job description

Job Details: Job Description: Overview We are seeking an experienced ITSM Operations Lead to drive the operational efficiency, governance, and strategy of our IT Service Management ecosystem. In this role, you will lead the adoption and execution of ITIL best practices across Incident, Problem, Change, and Configuration Management. You will work closely with cross-functional technical teams, business stakeholders, and service desk analysts to maintain system availability, optimize service delivery, and reduce mean time to resolution (MTTR).

Key Responsibilities

• Service Governance & Governance: Drive operational excellence across core ITIL processes including Incident Management, Problem Management, Change Enablement, Request Fulfillment, and Service Asset & Configuration Management (SACM).
• Major Incident Management: Serve as an escalation point and major incident manager for high-severity incidents (P1/P2), coordinating cross-functional resolution teams, running command bridges, and publishing timely stakeholder communications.
• Root Cause Analysis (RCA): Lead post-incident reviews (PIRs) and problem management workflows to identify systemic issues, eliminate repeat incidents, and track actionable remediation plans.
• Change Enablement: Facilitate Change Advisory Board (CAB) meetings, evaluate change risks and dependencies, and ensure continuous service availability during deployments.
• Platform Administration & Metrics: Oversee the ITSM tool platform (e.g., ServiceNow, Jira Service Management) to maintain workflow automation, SLA tracking, dashboards, and operational reporting.
• Continuous Service Improvement (CSI): Analyze operational performance data and key performance indicators (KPIs) to identify gaps and drive continuous service improvements.
• Managed Service Provider (MSP) Management: Supervise the Managed Service Provider and drive adherence to ITIL best practices ensure operational excellence.

Required Qualifications

• Experience: 5+ years of experience in IT Operations, Service Management, or Technical Support Leadership.
• Certifications: ITIL v3/v4 Foundation required; ITIL Intermediate or Managing Professional certification preferred.
• Technical Proficiency: Hands-on experience administering or leading workflows in ITSM platforms like ServiceNow, Jira Service Management, Remedy, or Freshservice.
• Leadership Skills: Proven track record leading technical teams during critical outages and facilitating cross-departmental coordination.
• Analytical Ability: Experience defining, monitoring, and reporting on IT service metrics (MTTR, SLA compliance, Change Success Rate, First Contact Resolution).

Preferred Qualifications

• Experience with Agile, DevOps, or Lean frameworks alongside traditional ITIL governance.
• Familiarity with cloud platforms (AWS, Azure) and hybrid infrastructure environments.
• Strong written and verbal communication skills with the ability to translate technical issues into business context for executive leadership.

Qualifications

• Job Type: Regular
• Shift: Shift 1 (India)
• Primary Location: Bengaluru, Karnataka, India
• Additional Locations: Penang 15, Penang, Malaysia

All qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation or any other characteristic protected by local law, regulation, or ordinance.

About Altera

Altera: Accelerating Innovators Altera provides leadership programmable solutions that are easy-to-use and deploy in applications from cloud to edge, offering limitless AI possibilities. Our end-to-end broad portfolio of products including FPGAs, CPLDs, Intellectual Property, development tools, System on Modules, SmartNICs and IPUs provide the flexibility to accelerate innovation. Altera is helping to shape the future through pioneering innovation that unlocks extraordinary possibilities for everyone on the planet.