ITSM Operations Lead

Altera; Bayan Lepas; On-site; MYR 180,000 - 260,000; Full time

Job summary

Altera is seeking an ITSM Operations Lead to drive governance and strategy across Incident, Problem, Change, and SACM, ensuring high availability and optimized service delivery. You will lead ITIL best practices, coordinate with cross-functional teams and service desk analysts to reduce MTTR and improve metrics.

The role requires 5+ years in IT operations, ITIL Foundation, and hands-on experience with ServiceNow/Jira Service Management, Remedy, or Freshservice.

Qualifications

• 5+ years in IT Operations or ITSM leadership.
• ITIL Foundation required; Intermediate or MP preferred.
• Hands-on with ITSM platforms such as ServiceNow, Jira Service Management, Remedy, or Freshservice.
• Strong leadership to guide cross-functional teams during outages.
• Ability to define, monitor, and report IT service metrics (MTTR, SLA).

Responsibilities

• Govern ITIL processes across incident, problem, change, and SACM.
• Lead major incident management and RCA activities.
• Facilitate CAB meetings and change risk assessments.
• Oversee platform administration and dashboards for ITSM tooling.
• Drive CSI and service improvements with KPIs.

Skills

ITIL Foundations

Incident Mgmt

Problem Mgmt

Change Enablement

SACM

ServiceNow

Jira Service

Remedy

Stakeholder Mgmt

MTTR Reduction

Education

ITIL Foundation

ITIL Intermediate

Tools

ServiceNow

Jira Service Management

Remedy

Freshservice

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).

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

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.