Lead Production Operations

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

Job summary

Jobtailor is seeking an experienced ITSM Lead in Bengaluru to oversee ServiceNow-powered ITIL processes and drive continuous improvement across incident, problem, change, and configuration management. You will lead cross-functional teams globally, manage major incidents, and deliver data-driven enhancements in service quality.

The role requires strong communication with senior stakeholders and a track record of optimizing development lifecycles and ITSM practices in large organizations.

Qualifications

• Bachelor's degree in information technology, Computer Science, or related field.
• Minimum 5+ years of experience with ServiceNow platform.
• At least 3 years in a lead role within a global organization.
• Experience collaborating with diverse tech teams across time zones.
• Understanding of ITIL and IT service management principles.
• Ability to drive adoption at scale and remove blockers.

Responsibilities

• Oversee ITSM processes: incident, problem, change, configuration.
• Manage major incident bridges and leadership communications.
• Monitor ITSM metrics and improve efficiency and service quality.
• Collaborate with cross-functional teams to align services with business needs.
• Lead incident management for rapid identification, escalation, resolution, and documentation.
• Lead blameless post-incident reviews to identify root causes and actions.
• Track incident trends and drive continuous improvements to reduce recurrence.
• Manage the problem lifecycle from identification to prevention.
• Coordinate root cause analysis with technical teams for long-term fixes.
• Drive proactive problem management to mitigate risks and boost reliability.
• Support employee experience initiatives, including self-service tools and knowledge base.

Skills

ServiceNow Platform

Incident Management

Problem Management

Change Management

Configuration Management

ITIL

KPI Monitoring

Root Cause Analysis

Development Lifecycle

Cloud/Networking Basics

Education

Bachelor's degree in information technology, Computer Science, or related field

Tools

ServiceNow

Job description

• Oversee optimization of ITSM processes, including incident, problem, change, and configuration management
• Manage major incident management bridges and communication to leadership
• Monitor and analyze ITSM metrics and KPIs, driving improvements in operational efficiency and service quality
• Collaborate with cross-functional teams to align IT services with business needs and deliver maximum value
• Lead incident management for rapid identification, escalation, resolution, and documentation
• Lead 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 problem lifecycle from identification and analysis to resolution and prevention
• Collaborate with technical teams on root cause analysis and long-term fixes
• Drive proactive problem management initiatives to mitigate risks and enhance system reliability
• Support employee support experience initiatives, including self-service tools and knowledge base resources

Requirements

• Bachelor's degree in information technology, Computer Science, or a related field
• Minimum of 5+ years of experience working with the ServiceNow platform
• At least 3 years in a lead role within a similar-sized global organization
• Experience collaborating with diverse technology teams across time zones
• Adaptability and problem-solving skills to address stakeholder challenges and remove roadblocks to adoption at scale
• Deep understanding of the ServiceNow platform, development lifecycle optimization, development best practices, and ITSM modules
• Proven ability to foster collaboration and continuous improvement across multiple support towers
• Excellent communication and interpersonal skills, with the ability to engage and influence senior organizational stakeholders
• Experience collaborating with vendors to maximize vendor engagements and contributions
• Hands-on or applied knowledge of IT infrastructure in networking, cloud services, platform and hosting, or security systems
• Strong understanding of ITIL frameworks and core IT service management principles

Core Competencies

Demonstrates expertise in ITSM process optimization, particularly in incident, problem, change, and configuration management, while leveraging the ServiceNow platform to enhance operational efficiency and service quality. Proven ability to lead cross-functional collaboration and drive continuous improvement initiatives across diverse technology teams.

Highest-signal resume keywords

• ServiceNow Platform Expertise
• ITIL Framework Knowledge
• Incident Management Leadership
• Problem Management Lifecycle Management
• Cross-Functional Team Collaboration

ATS Optimization Keywords

Hard Skills

• ITSM Process Optimization
• Incident Management
• Problem Management
• Change Management
• Configuration Management
• KPI Monitoring and Analysis
• Root Cause Analysis
• Development Lifecycle Optimization
• IT Infrastructure Knowledge
• Cloud Services Understanding

Soft Skills

• Excellent Communication Skills
• Interpersonal Skills
• Adaptability
• Problem-Solving Skills
• Collaboration Skills

Industry Keywords

• IT Service Management
• ServiceNow
• ITIL
• Operational Efficiency
• Continuous Improvement