ITSM Operations Lead

Intel Corporation

. Drive operational excellence across Incident Management, Problem Management, Change Enablement, Request Fulfillment, and Service Asset & Configuration Management (SACM) .

Posted 9/18/2026full-timeBengaluru • IndiaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Operations and Service Management, with a strong focus on Incident Management, Problem Management, and Change Enablement. Proficient in leading cross-functional teams, driving continuous service improvements, and ensuring adherence to ITIL best practices.

Highest-signal resume keywords

ITIL v3/v4 FoundationITSM Platform AdministrationIncident Management LeadershipService Metrics ReportingAgile Framework Familiarity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementProblem ManagementChange EnablementService Asset & Configuration ManagementOperational Performance AnalysisWorkflow AutomationSLA TrackingKPI MonitoringCloud Platform FamiliarityHybrid Infrastructure Experience

Soft Skills

Strong Communication SkillsCross-Departmental CoordinationStakeholder Communication

Tools & Technologies

ServiceNowJira Service ManagementRemedyFreshservice

Certifications & Qualifications

ITIL Intermediate CertificationITIL Managing Professional Certification

Industry Keywords

IT OperationsService ManagementTechnical Support LeadershipContinuous Service AvailabilityChange Advisory Board

Tech Stack

Tools & technologies

AWSAzureCloudITSMServiceNow

About the role

Key responsibilities & impact

Drive operational excellence across Incident Management, Problem Management, Change Enablement, Request Fulfillment, and Service Asset & Configuration Management (SACM)
Serve as an escalation point and major incident manager for high-severity incidents (P1/P2)
Coordinate cross-functional resolution teams and run command bridges
Publish timely stakeholder communications
Lead post-incident reviews (PIRs) and problem management workflows
Identify systemic issues, eliminate repeat incidents, and track actionable remediation plans
Facilitate Change Advisory Board (CAB) meetings
Evaluate change risks and dependencies
Ensure continuous service availability during deployments
Oversee the ITSM tool platform to maintain workflow automation, SLA tracking, dashboards, and operational reporting
Analyze operational performance data and KPIs to identify gaps and drive continuous service improvements
Supervise the Managed Service Provider and drive adherence to ITIL best practices

Requirements

What you’ll need

5+ years of experience in IT Operations, Service Management, or Technical Support Leadership
ITIL v3/v4 Foundation required
ITIL Intermediate or Managing Professional certification preferred
Hands-on experience administering or leading workflows in ITSM platforms like ServiceNow, Jira Service Management, Remedy, or Freshservice
Proven track record leading technical teams during critical outages and facilitating cross-departmental coordination
Experience defining, monitoring, and reporting on IT service metrics (MTTR, SLA compliance, Change Success Rate, First Contact Resolution)
Experience with Agile, DevOps, or Lean frameworks alongside traditional ITIL governance
Familiarity with cloud platforms (AWS, Azure) and hybrid infrastructure environments
Strong written and verbal communication skills with the ability to translate technical issues into business context for executive leadership