Lead - Service Management

Everise(India) BPO Services Private Limited; India; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Everise(India) BPO Services Private Limited seeks an experienced IT Service Management & Infrastructure Manager to lead enterprise IT service delivery and infrastructure operations. The role will drive Incident, Problem, Change, and Service Management processes while providing technical oversight across infrastructure, cloud, network, endpoint, collaboration, and security platforms.

The position collaborates with Global Service Desk, Infrastructure, Security, stakeholders, and vendors to ensure

Qualifications

• 8+ years of experience in IT Operations, Infrastructure, or Service Management.
• 5+ years of experience managing Major Incidents and ITSM processes.
• Strong understanding of ITIL Incident, Problem, Change, and Service Level Management.

Responsibilities

• Lead Major Incident, Problem, Change, and Service Management functions.
• Manage critical incident response, stakeholder communication, post-incident reviews, and root cause analysis.
• Drive SLA compliance, service performance, governance, and continual service improvement initiatives.
• Govern ServiceNow processes, workflows, escalations, reporting, and operational KPIs.
• Provide technical oversight for servers, Active Directory, Microsoft 365, Azure, networks, endpoints, and security platforms.

Skills

Incident management

IT operations

Vendor management

Stakeholder communication

Change management

Education

Bachelor's degree in computer science, Information Technology, Engineering, or related discipline

Tools

ServiceNow

VMware

Azure

Job description

Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

IT SERVICE MANAGEMENT & INFRASTRUCTURE MANAGER JOB DESCRIPTION | FULL-TIME

Location India

Department IT Operations & Service Management

Experience 5-8 Years

Reports To Senior Manager, IT Operations

Job Summary

We are seeking an experienced IT Service Management & Infrastructure Manager to lead enterprise IT service delivery and infrastructure operations. The role will drive Incident, Problem, Change, and Service Management processes while providing technical oversight across infrastructure, cloud, network, endpoint, collaboration, and security platforms. The position will work closely with the Global Service Desk, Infrastructure, Security, business stakeholders, and vendors to ensure service stability, operational excellence, and continuous improvement.

Key Responsibilities

• Lead Major Incident, Problem, Change, and Service Management functions.
• Manage critical incident response, stakeholder communication, post-incident reviews, and root cause analysis.
• Drive SLA compliance, service performance, governance, and continual service improvement initiatives.
• Govern ServiceNow processes, workflows, escalations, reporting, and operational KPIs.
• Provide technical oversight for servers, Active Directory, Microsoft 365, Azure, networks, endpoints, and security platforms.
• Chair Change Advisory Board meetings and ensure effective planning and execution of changes and releases.
• Manage vendor performance, technical escalations, and service commitments.
• Prepare executive dashboards, trend reports, and service review updates.
• Lead, coach, and develop service management and technical operations teams.

Required Qualifications

• Bachelor's degree in computer science, Information Technology, Engineering, or related discipline.
• 8+ years of experience in IT Operations, Infrastructure, or Service Management.
• 5+ years of experience managing Major Incidents and ITSM processes.
• Strong understanding of ITIL Incident, Problem, Change, and Service Level Management.
• Experience with ServiceNow or a comparable ITSM platform.
• Experience coordinating global, cross-functional technical teams and third-party vendors.

Technical Knowledge

• Microsoft 365, Azure, Active Directory, DNS, DHCP, and Windows Server administration.
• Intune, SCCM/MECM, endpoint management, software deployment, and device security.
• LAN/WAN, TCP/IP, VPN, switching, routing, firewalls, wireless, and infrastructure monitoring.
• Virtualization technologies such as VMware or Hyper-V.
• Identity and access management, MFA, conditional access, vulnerability management, and security incident coordination.

Preferred Certifications

• ITIL 4 Foundation or higher certification.
• Microsoft Azure Administrator or Microsoft 365 Administrator.
• CCNA/CCNP, VMware VCP, PMP, or equivalent certifications are preferred.

What Success Looks Like

• Consistent achievement of agreed service levels and service availability targets.
• Effective coordination and restoration of P1/P2 incidents with clear stakeholder communication.
• Reduction in recurring incidents through proactive problem management.
• High change success rate with strong operational governance and audit compliance.
• Improved customer and stakeholder experience through measurable service improvements.

Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. Companies rely on Everise, a leading customer experience firm, to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages.

At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives.

We are an equal-opportunity employer and a pleasant and supportive place to work.

Join us and become a champion of customer happiness!