ITSM Operations Lead

Altera Corporation; Bengaluru; On-site; INR 2,000,000 - 2,800,000; Full time

Job summary

Altera Corporation in Bengaluru, Karnataka, India, seeks an experienced ITSM Operations Lead to drive governance, strategy, and efficiency across ITIL processes. You will lead Incident, Problem, Change, and SACM, coordinating with cross-functional teams to maintain service availability and reduce MTTR.

You will manage major incidents, conduct RCAs, and facilitate CAB meetings while overseeing platforms like ServiceNow and Jira Service Management to deliver dashboards and SLA tracking.

Qualifications

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

Responsibilities

• Drive operational excellence across ITIL processes including Incident, Problem, Change Enablement, Request Fulfillment, and SACM.
• Lead major incident management for high-severity incidents (P1/P2) and coordinate cross-functional teams.
• Lead RCA and problem management workflows to identify systemic issues and remediation plans.
• Facilitate CAB meetings and evaluate change risks to ensure availability during deployments.
• Oversee ITSM tool platform (ServiceNow, Jira Service Management, Remedy, Freshservice) for workflow automation and dashboards.
• Analyze operational data and KPIs to drive CSI and improvements.
• Supervise MSP and ensure ITIL adherence.

Skills

ITIL

Incident Mgmt

Problem Mgmt

Change Enablement

SLA Management

MTTR Reduction

KPI Reporting

Leadership

Education

ITIL Foundation

Tools

ServiceNow

Jira Service Management

Remedy

Freshservice

Job description

Job Details

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

Qualifications: Job Type: Regular Shift: Shift 1 (India) Primary Location: Bengaluru, Karnataka, India Additional Locations: Penang 15, Penang, Malaysia Posting Statement: 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.