ITIL Process Management Infrastructure Lead

Key Responsibilities

 

Incident & Technical Delivery Management

1. Own and lead end-to-end Incident and Major Incident Management in line with ITIL processes, acting as Major Incident Manager during critical service disruptions
2. Coordinate internal technical teams and external vendors to ensure rapid service restoration, effective escalation, and clear stakeholder communication
3. Ensure delivery of assigned services against SLAs, KPIs, and contractual commitments, with full accountability for service performance
4. Drive Root Cause Analysis (RCA), post-incident reviews, and corrective action plans to prevent recurrence and improve service stability
5. Track incident and service performance trends, proactively identifying risks and improvement opportunities
6. Oversee operational reporting, service reviews, and delivery governance forums
7. Manage delivery risks, technical dependencies, and escalations across the operational scope
8. Provide technical leadership and oversight across Systems, Databases, Network, Control‑M, Ansible automation, MSO, and Azure environments, ensuring secure, stable, and scalable operations
9. Coordinate with variety of Technology teams to enable quick decision making during regular operations & Crisis Management

 

Stakeholder, Governance & Team Management

1. Act as the primary interface for customers, internal teams, and leadership
2. Lead service reviews, operational committees, and escalation forums
3. Coordinate cross‑functional L2/L3 teams and vendors
4. Ensure clear ownership through defined RACI and escalation models

Continuous Improvement & Compliance

1. Drive service quality improvement, automation, and incident reduction initiatives
2. Ensure compliance with ITIL processes, security, and audit requirements (ISO/ISAE)

 

Required Skills & Competencies

1. Strong experience in Incident & Major Incident Management
2. Proven technical delivery management background (Infrastructure, Cloud, Applications)
3. Solid knowledge of ITSM / ITIL processes and tools
4. Strong stakeholder communication and crisis leadership skills
5. Experience managing multi-vendor, enterprise-scale environments

 

Total Experience Expected: 06-08 years

 

Education & Certifications (Preferred)

1. Bachelor’s degree in Engineering / Computer Science or equivalent (desirable)
2. ITIL Foundation / Practitioner (preferred)
3. Agile or Cloud certifications (desirable)

24x7 on‑call availability during critical incidents as per rota

Ability to work across global time zones and multicultural teams

High‑visibility role with direct interaction with senior leadership and customers

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.