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Senior, specialized managed-services role with 10+ years reduces candidate pool.
Service delivery and ITIL focus transferable across sectors but prefers healthcare/BFSI exposure.
Explicit 10–15 years plus mandatory large-scale managed services, ITIL, and client-handling experience.
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Lead and manage large-scale application support and managed services across multiple projects ensuring service delivery and adherence to SLAs and quality standards.
Oversee L1-L4 support teams, driving incident, problem, change, and escalation management for timely resolution of issues.
Manage multiple Agile/Scrum teams and client relationships, including resource planning, capacity management, performance tracking, and conduct regular service reviews and governance.
10-15 years of experience in managing large-scale application support and managed services engagements.
Experience in client handling, stakeholder management, and escalation management in IT support operations.
Bachelor's degree in Engineering, Computer Science, Information Technology, or related field.
Willingness to work in rotational shifts or provide on-call leadership support as required.
Experienced leader with proven ability to manage multi-level IT support teams (L1-L4) in a global delivery environment.
Strong expertise in service governance including SLA/KPI management, operational dashboards, and reporting for client engagements.
Hands-on experience managing Agile/Scrum teams and driving continuous service improvement, automation, and operational excellence initiatives.