ITSM Operations Lead

Altera; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Altera in Bengaluru, India, is seeking an experienced ITSM Operations Lead to drive governance and strategy across Incident, Problem, Change, and SACM. You will oversee ITSM platforms (ServiceNow, Jira Service Management) and coordinate cross-functional teams to improve service delivery and reduce MTTR.

You will lead major incident management, RCA programs, and CSI initiatives, partnering with MSPs and business stakeholders to ensure continuous service availability and ITIL-aligned operations.

Qualifications

• 5+ years of experience in IT Operations, Service Management, or Technical Support Leadership.
• ITIL v3/v4 Foundation required; ITIL Intermediate or Managing Professional preferred.
• Hands-on experience with ITSM platforms: ServiceNow, Jira Service Management, Remedy, or Freshservice.
• Proven leadership during outages and cross-department coordination.
• Experience defining and reporting IT service metrics (MTTR, SLA compliance, Change Success Rate, First Contact Resolution).

Responsibilities

• Drive governance across Incident, Problem, Change Enablement, Request Fulfillment, and SACM.
• Act as escalation point for major incidents (P1/P2) and coordinate resolution teams.
• Lead post-incident reviews and problem management to identify systemic issues.
• Facilitate Change Advisory Board meetings and assess change risks.
• Oversee ITSM platforms to maintain automation, SLA tracking, dashboards, and reporting.
• Analyze performance data and KPIs to drive CSI.
• Supervise MSP and ensure ITIL adherence.

Skills

IT Operations

Leadership

Analytics & KPIs

ITIL Foundations

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

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.