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Tier-1 brand and metro location increase competition, but senior, specialized ITSM leadership reduces candidate density.
ITSM and service-desk leadership skills are transferable across industries, though financial-services familiarity is advantageous.
Explicit 10+ years requirement plus mandatory ITSM, tooling, and automation experience indicates high shortlisting strictness.
Manage global IT Service Desk operations ensuring service quality, reliability, and user satisfaction.
Lead and improve SLAs, KPIs, incident management, and operational readiness for new services.
Drive automation, self-service, and continuous improvements to reduce support demand and optimize workflows.
10+ years of experience in technology operations with leadership in IT Service Desk or Help Desk functions.
Knowledge and experience with ITSM processes (Incident, Problem, Change, Request, Major Incident Management).
Experience with automation and self-service initiatives that measurably reduce contact volume and support costs.
Ability to work flexible hours overlapping North America business hours; location: Pune, India.
Experienced in operational leadership with a data-driven approach to improving service delivery and user experience.
Proficient with ITSM tools and Microsoft enterprise technologies including Microsoft 365, Intune, Entra ID, ServiceNow, Copilot, VDI/Citrix, and Windows 365.
Skilled in stakeholder management and communication across global teams to drive transparent, aligned, and effective service operations.