Role : Managed Services Practice Lead

Experience Level : 12+ Years

Work location : Mumbai/ Bangalore/ Trivandrum (Hybrid)

Job Description :

As the Service Practice Lead for Managed Services, you will be the leader behind our operational excellence, responsible for establishing robust processes, ensuring unwavering adherence to KPIs, and flawlessly executing deliverables.

This pivotal role demands a strong leader with a proven track record in people management, capable of guiding a team of engineers and business analysts to build and manage solutions that enhance business efficiency and elevate customer experience across all programs.

Your expertise in program management, cross group collaboration, and a relentless focus on successful delivery, SLA management, and change management will be critical in shaping the future of our managed services segment.

Qualifications :

- 12+ years of progressive experience in IT Service Management (ITSM), with deep expertise in Service Delivery, Major Incident Management (MIM), Problem Management, and Change Management.

- Proven leadership in running and optimizing the Major Incident Management (MIM) process, effectively coordinating across diverse internal and third party stakeholders in fast paced IT delivery environments.

- Demonstrated ability to effectively manage bridge calls for issue triaging and resolution, ensuring rapid service restoration and minimal disruption for high priority applications.

- Extensive hands on experience with ITSM tools (e.g , ServiceNow, Remedy, CARS) and project management platforms like JIRA.

- Strong track record of supervising and successfully delivering multiple complex IT delivery and support projects.

- Exceptional leadership and people management skills, with proven experience in handling large teams, managing multiple shift timings, and scaling operations effectively.

- Excellent communication, interpersonal, and stakeholder management skills, capable of influencing and collaborating effectively at all levels.

- Highly analytical with strong problem solving capabilities, keen attention to detail, and a collaborative team player mindset.

- Demonstrated ability to perform effectively under pressure and within strict deadlines, while maintaining a high degree of accuracy and quality.

- Proactive and self motivated, with the ability to work independently and take initiative to drive results.

- Deep understanding and practical experience in managing Incident, Problem, Change, and Release Management processes, including service restoration and supporting critical applications.

- Strong knowledge of industry best practices (e.g , ITIL) and proven experience in standardizing and enforcing these practices across an organization.

- Understanding of SDLC, Agile & DevOps principles, and familiarity with various Project Management methodologies.

- Proficiency in creating comprehensive dashboards and reports to visualize performance metrics and drive data driven decisions.

- Well versed in G Suite for collaborative work and communication.