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Tier-1 brand, Mumbai metro, mid-level generalist title with broad technical and service requirements.
ITIL and service-delivery focus moderately limits cross-industry transferability of candidates.
Explicit 4+ years requirement and required certifications create moderate candidate filtering.
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Lead and manage technical service delivery teams focusing on incident, problem, and change management to meet and exceed service SLAs.
Facilitate agile practices to optimize squad workflows, remove obstacles, and improve service stability using data-driven insights.
Serve as primary technical escalation point and collaborate with Delivery Managers, client stakeholders, and cross-functional teams to align priorities and drive continuous service improvements.
Minimum 4+ years of technical resolution and support experience.
Proven experience leading technical teams through incident, problem, and change management including root cause analysis.
Industry recognized certifications in relevant technology areas (e.g., Public/Private Cloud, Mainframe) required.
Ability to effectively communicate with technical and customer stakeholders.
Experienced in ITIL-driven service organizations and familiar with service management frameworks (Six Sigma, PMP, ITIL certifications preferred).
Capable of bridging technical expertise with customer account leadership to align service delivery with business outcomes.
Comfortable working in dynamic, hybrid, cross-cultural environments with strong collaborative and data-driven decision-making orientation.