Team Lead | ITSM (IT Service Management) | Delhi | TECH STRATEGY & TRANSFORMATION

Team Lead | Enterprise Technology & Performance-Technology Strategy & Transformation |

ITSM (IT Service Management)

Location:  Delhi

The team

Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P

Your work profile

 Own and lead Major Incident bridge calls, ensuring structured communication, timely escalations, and effective technical engagement.

Coordinate recovery actions by working closely with infrastructure, application, and vendor teams.

Communicate clearly and consistently with business stakeholders, service owners, and leadership teams during and after incidents.

Follow ITIL-aligned Service Management practices, including Change, Problem, and Incident Management processes.

Drive root cause analysis (RCA) and contribute to post-incident reviews (PIR), ensuring lessons learned and continuous improvements.

Monitor incident trends, recurring issues, and systemic gaps, proactively recommending preventive measures.

 Key skills required: 

• Proven experience in Major Incident Management within enterprise IT environments.


• Strong knowledge of ITIL practices, particularly Incident, Problem, and Change Management.


• Excellent ability to lead recovery calls, manage high-pressure situations, and drive consensus.


• Experience coordinating with global support teams, vendors, and business stakeholders.


• Familiarity with tools like ServiceNow, Remedy, or similar ITSM platforms.


• Certifications in ITIL4, ServiceNow, or similar frameworks preferred.


• Solid understanding of ITSM/ITIL processes and their operational integration.


• Ability to manage cadence calls, prepare executive presentations, and Excel-based reporting for incident summaries and KPIs.


• Ability to perform ITSM/ITIL process assessments, provide recommendations, and drive process improvements is an added advantage.


• Education Any Bachelor’s/Master’s