ITSM Operations Lead
Altera (company site, opens in a new tab)5+ yrsBengaluruOn-siteDirect career pageEst. 8–15 LPA
Posted on 18 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead and optimize core ITIL processes such as Incident, Problem, Change, Request Fulfillment, and Configuration Management to drive operational efficiency in IT Service Management.
- Manage high-severity major incidents (P1/P2) including escalation handling, cross-functional coordination, and stakeholder communication to minimize downtime.
- Oversee ITSM platform administration and use operational metrics to identify service gaps and drive continuous improvement initiatives.
Minimum Requirements
- 5+ years of experience in IT Operations, Service Management, or Technical Support Leadership.
- Mandatory ITIL v3/v4 Foundation certification; Intermediate or Managing Professional certification preferred.
- Hands-on experience with ITSM platforms (e.g., ServiceNow, Jira Service Management, Remedy, Freshservice).
- Location: Bengaluru, Karnataka, India (Shift 1)
Ideal Candidate Profile
- Experienced in leading critical incident resolution involving cross-departmental teams with strong governance adherence.
- Skilled in analyzing and reporting IT service metrics such as MTTR, SLA compliance, Change Success Rate.
- Familiarity with integrating Agile, DevOps or Lean methodologies alongside ITIL practices preferred but not mandatory.