01Responsibilities
1. End-to-End GCC Operations Manage 24x7 operations covering MIM Ensure delivery against SLAs, OLAs, and KPIs (MTTR, MTTD, availability) Drive integrated operations across global teams and towers 2. Major Incident & Crisis Management Lead P1/P2 incident command, bridge orchestration, and recovery Ensure timely stakeholder communication including executive updates Drive strong incident governance and ensure accurate incident chronology 3. AIOps & Automation Transformation Enable adoption of Agentic AIOps (GenWizard), Splunk Observability, xMatters Drive auto-ticketing, alert correlation, noise reduction, and self-healing capabilities Support AI-led incident prediction, RCA automation, and ticket resolution 4. Governance, Reporting & Compliance Deliver daily operations reports, executive dashboards, and exception reporting Ensure adherence to ITIL processes (Incident, Change, Problem) Participate in governance reviews, audits, and service performance reviews 5. Stakeholder & Client Engagement Act as the single point of accountability for GCC operations Interface with client leadership, business stakeholders, and vendors Manage escalations and ensure high customer satisfaction 7. Continuous Service Improvement Drive problem management, RCA quality, and incident reduction initiatives Identify opportunities for automation, optimization, and cost efficiency Improve operational KPIs and productivity metrics 8. Team Leadership & Capability Development Lead multi-location teams (India, Malaysia, Philippines, US) Build high-performing teams with strong MIM and operational skills Coach teams on ITIL processes, crisis handling, and AIOps adoption Required Skills & Competencies Strong expertise in Major Incident Management & Command Center operations Deep understanding of ITIL (Incident, Change, Problem Management) Experience in global delivery models and 24x7 operations Strong stakeholder communication and executive presence Ability to lead under pressure and drive decisions in critical situations Professional & Technical Skills: Technical Expertise Tools: ServiceNow, Splunk, AIOps platforms, monitoring & alerting tools Technologies: o Infrastructure (Linux, Windows, Cloud, Storage, Network) o Middleware, Databases, Exposure to automation tools and AI-driven operations Bangalore (24x7 Global Delivery Model) Additional Information: - The candidate should have minimum 7.5 years of experience in Infrastructure Service Management. 1015+ years in IT Operations / GCC / NOC / Command Center roles 5+ years in leadership or operations management role ITIL certification (Foundation / Intermediate) preferred Bachelor s degree in IT/Engineering or equivalent experience
