Description

You will manage end-to-end delivery of IT infrastructure support services, ensuring stability, availability, and SLA adherence across Data Center Operations, Service Desk, EUC, and Onsite Support.

This role is on-site.

Responsibilities

• Lead major incident management and escalation handling to ensure timely issue resolution and effective stakeholder communication.
• Drive ITIL-aligned processes including Incident, Problem, Change, Request, and Knowledge Management.
• Monitor service performance, governance metrics, and operational reporting to support continual service improvement.
• Manage cross-functional teams, vendors, and support resources, including workforce planning and performance management.
• Conduct root cause analysis and implement preventive and corrective actions for recurring issues.

Required Skills

• 12+ years of experience in Service Delivery Management and IT Infrastructure Services.
• Strong understanding of ITSM processes and ServiceNow platform operations.
• Experience managing Service Desk, EUC, Data Center, and infrastructure support environments.
• Knowledge of SLA/OLA governance, incident management, escalation management, and service reporting.
• Familiarity with ITIL processes and continual service improvement practices.
• Strong stakeholder management, team management, and vendor coordination skills.
• Good analytical, communication, and problem-solving skills.

Preferred Skills

• ITIL certification.

Key Skills

Education

Any Graduate