Infrastructure Service Operations Lead

1 month ago

delhi, India Insight Global Full time
Must-haves
- 10+ years of experience working in IT service management and ITIL processes and operations
- Proven ability to drive process improvement and execution for incident, change, problem, event management for proactive and reactive incidents
- Experience utilizing monitoring tools to identify and resolve system issues to minimizing downtime and maintaining Service Level Agreements (SLAs)
- Experience maintaining CMBD governance policies and strategy
- Experience developing reporting, analysis of trends, deriving insights, and mitigating risk within the organization
- ServiceNow
- Ability to work cross functionally with global business and technical teams, interact and manage stakeholder and executive level leadership relationships
Plusses
- Experience with AI/ML for incident management
Day-to-Day
Insight Global is looking for an Infrastructure Service Operations Lead for a Fortune 100 client local to Hyderabad, India. The lead will be responsible for running daily operations in their global command centers. This individual will oversee the governance and execution of Global service management ITIL processes and related operations activities. This includes the process areas Incident, Problem, Release, Change, Configuration, event management, etc. This role will work closely with IT global capability and sector CIO teams being the single point of contact to drive insights, ensure alignment to global process, collect feedback, and identify service improvement opportunities. This role will influence for process discipline across multiple IT teams and drive holistic Service Management risk/opportunity assessment for the sector. This role will responsible for the maturation and governance of key IT support processes and provides performance insights to drive continuous service Improvements in IT operations.

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