Lead Production Operations

Ralliant; Bengaluru; On-site; INR 2,500,000 - 4,000,000; Full time

Benefits offered by this job

Bonus eligible

Job summary

Ralliant seeks a hands-on Lead - Production Operations to optimize ITSM processes and oversee IT infrastructure services in a hybrid Bangalore setting. You will manage incident, problem, and change activities, drive rapid incident resolution, and lead post-incident reviews for root-cause actions.

The role demands 5+ years of ServiceNow experience, including 3+ years in a leadership capacity within a global organization, with strong ITIL and stakeholder communication skills.

Qualifications

• Bachelor's degree in IT/CS or related field.
• 5+ years of experience with the ServiceNow platform, with at least 3 years in a lead role within a global organization.
• Strong knowledge of ITSM, ITIL, incident, problem, change and configuration management.
• Excellent communication and stakeholder engagement skills.

Responsibilities

• Oversee optimization of ITSM processes including incident, problem, change and configuration management.
• Lead Major incident Management bridges and provide leadership to incident communication.
• Drive continuous improvement through incident trend analysis and RCA with long-term fixes.
• Collaborate with cross-functional teams to align IT services with business needs.
• Manage lifecycle of problems from identification to prevention and root-cause action.
• Support initiatives to improve employee support experiences and self-service resources.

Skills

Leadership

Communication

Vendor management

Problem-solving

Cross-functional collaboration

Education

Bachelor's degree in Information Technology or Computer Science

Tools

ServiceNow

Job description

Bengaluru East, Karnataka, IndiaTHE ROLEIn close partnership with the Director of Production Operations, the Lead - Production Operations is a hands-on leadership role responsible for overseeing the operational efficiency and scalability of IT infrastructure and services. This position ensures seamless delivery of IT services to support the organization’s strategic objectives and operational needs. The ideal candidate is a leader with strong technical expertise and a proven track record of working with complex IT environments.REPORTS TODirector – Production Operations Infrastructure ServicesLOCATIONPreference for this person to be based in Bangalore and hybrid.WHAT YOU WILL DOOversee optimization of ITSM processes, including incident, problem, change, and configuration management.Managing Major incident Management bridges and communication to leadershipMonitor and analyze ITSM metrics and KPIs, driving improvements in operational efficiency and service quality.Collaborate with cross-functional teams to ensure IT services align with business needs and deliver maximum value.Lead the incident management process to ensure rapid identification, escalation, resolution, and documentation of incidents.Lead teams to conduct blameless post-incident reviews to identify root causes and implement corrective actions.Monitor incident trends and drive continuous improvements to reduce recurrence and improve response times.Manage the lifecycle of problems, from identification and analysis to resolution and prevention.Collaborate with technical teams to perform root cause analysis (RCA) and implement long-term fixes.Drive proactive problem management initiatives to mitigate potential risks and enhance system reliability.Support initiatives to enhance employee support experiences, including self-service tools and knowledge base resources.WHO YOU AREEducation: Bachelor's degree in information technology, Computer Science, or a related field.Experience: Minimum of 5+ years of experience working with the ServiceNow platform, with at least 3 years in a lead role within a similar-sized global organization, collaborating with diverse technology teams across time zones.Rapid Problem-Solving: Utilize your adaptability and problem-solving skills to swiftly address stakeholder challenges and remove roadblocks to adoption at scaleTechnical Expertise: Deep understanding of ServiceNow platform, best practices to optimize development lifecycle, development best practices, and understanding of ITSM modules.Leadership Skills: Proven ability to foster a culture of collaboration and continuous improvement across multiple support towers.Communication Skills: Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at Top levels of the organization.Vendor Management: Experience in collaborating with vendors to maximize vendor engagements and contributions.Hands-on or at least applied knowledge of IT infrastructure in either networking, cloud services, platform and hosting, or security systems.Possess a strong understanding of ITIL frameworks and core IT service management (ITSM) principles.Ralliant Corporation OverviewRalliant, originally part of Fortive, now stands as a bold, independent public company driving innovation at the forefront of precision technology. With a global footprint and a legacy of excellence, we empower engineers to bring next-generation breakthroughs to life — faster, smarter, and more reliably. Our high-performance instruments, sensors, and subsystems fuel mission-critical advancements across industries, enabling real-world impact where it matters most. At Ralliant we’re building the future, together with those driven to push boundaries, solve complex problems, and leave a lasting mark on the world.We Are an Equal Opportunity Employer. Ralliant Corporation and all Ralliant Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Ralliant and all Ralliant Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [e-mail] or EquityThis position is also eligible for bonus as part of the total compensation package.