Lead Enterprise Software Engineer
Wolters Kluwer (company site, opens in a new tab)8+ yrsPuneOn-siteDirect career pageEst. 20–35 LPA
Posted 7h ago
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Job description
Structured overview of role & requirements
About This Role
- Lead operational governance of multiple ITSM practices including Change Enablement, Incident Management, Service Request Management, Problem Management, Service Level Management, and Availability Management.
- Own governance forums, control frameworks, performance reporting, and assurance activities to ensure consistent execution and operational effectiveness of ITSM processes.
- Drive improvement portfolio through automation, AI workflows, and process redesign to measurably improve reliability, efficiency, and quality of IT services.
Minimum Requirements
- Bachelor's degree in Computer Science, Information Systems, or related field, or equivalent experience.
- Minimum 8 years supporting IT operations or ITSM in large complex enterprises, with at least 5 years in cloud, infrastructure, network, application, or platform operations.
- Mandatory ITIL Foundation and ITIL Managing Professional (MP) certifications.
- Hands-on experience with ServiceNow, Power BI, and proven expertise in ITSM governance and automation including AI agent design/implementation (minimum 1 year).
Ideal Candidate Profile
- Experienced in leading ITSM governance at enterprise scale and accountable for multiple ITSM practices simultaneously.
- Strong technical skills in ServiceNow workflow configuration, AI/automation application, and integration with DevSecOps environments.
- Able to influence cross-functional teams without direct authority and communicate complex ITSM operational data and risks clearly to senior leadership.