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Senior niche ITSM role reduces applicants, but Bangalore hybrid/remote and moderate brand increase candidate pool.
Requires deep ITSM/AMS transformation expertise, moderately transferable across industries with large multi-vendor application portfolios.
Explicit 17+ years and mandatory ITSM/AMS transformation plus vendor-management requirements imply high shortlisting strictness.
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Assess and transform the Application Support operating model for ~200 applications managed by multiple external vendors.
Develop and prioritize a 6-month practical transformation roadmap focusing on process optimization, automation, AI/GenAI integration, and operational excellence.
Build business cases and support transformation initiatives to improve service quality, reduce incidents, and enhance user satisfaction.
At least 17 years of experience in IT Operations, ITSM, Application Support, AMS, or IT transformation.
Deep knowledge of ITIL/ITSM processes, SLA/KPI management, incident/problem/change management, and multi-vendor application support environments.
Practical experience with automation, AIOps, AI/GenAI in IT Operations or Application Support.
Fluency in English at minimum B2 level.
Experienced in leading complex, multi-vendor IT Operations or Application Support transformations with a strategic and analytical approach.
Skilled at evaluating operational models, building business cases, prioritizing initiatives based on business value and feasibility.
Comfortable working in hybrid mode based in Bangalore within large global enterprise environments.