We are looking for a very senior Application Support Transformation Lead / ITSM Transformation Consultant to support the client’s – Grid Integration in taking its Application Support and Operational Excellence practices to the next level.

The environment consists of approximately 200 applications managed by multiple external vendors. Existing Operational Excellence practices, including SLAs and KPIs, are already established. The key objective of this engagement is to assess the current Application Support operating model and define a practical 6-month improvement and transformation roadmap focused on process optimization, automation, AI/GenAI adoption, service quality, and operational efficiency.

The ideal candidate will bring 17+ years of experience, a solid ITIL/ITSM and AMS background, and proven experience transforming large, complex, multi-vendor application support environments.

This is a strategic transformation role rather than a traditional BAU Application Support position. The successful candidate should be able to assess the existing environment,



challenge current ways of working and vendor performance, identify opportunities, build a business case, prioritize initiatives, and translate recommendations into an executable roadmap

The role is hybrid based out of Bangalore.

Your tasks

Assessing the Application Support operating model across approximately 200 applications and multiple external vendors
Reviewing existing SLAs, KPIs, incident, problem, and change management processes and vendor performance
Identifying operational inefficiencies, repetitive manual activities, service gaps, and opportunities for improvement
Assessing opportunities to automate ticket routing, monitoring, remediation, reporting, knowledge management, and other support activities
Identifying and evaluating practical AI and GenAI use cases for Application Support and IT Operations
Defining transformation priorities based on business value, feasibility, complexity, and implemen

📌 IT Operations Transformation Lead (Bengaluru)
🏢 Sii Poland
📍 Bengaluru