ITSM Senior Lead

Experience: 8+ Years

Location: Hyderabad / Bengaluru

Work Mode: WFO(Hybrid)

Shift: UK Shift

- Lead and manage the ITSM team and oversee day-to-day service management operations.

- Own and govern ITSM processes including Incident Management, Problem Management, Change Management, Service Request Management, Knowledge Management and Service Level Management.

- Solid and in-depth knowledge of ITSM / ITIL processes, including Incident, Major Incident, Problem, Change, Service Request and Service Level Management.

- Drive SLA/KPI adherence, service performance, RCA and continual service improvement.

- Manage escalations, critical incidents and stakeholder communication.

- Lead team performance, workload allocation,



mentoring and operational governance.

- Collaborate with technical and business teams to ensure effective service delivery.

- ITIL v4 certification is mandatory.

- Experience with ServiceNow, BMC Remedy, Jira Service Management or similar ITSM tools preferred.

- Strong leadership, communication, analytical and stakeholder management skills.

Pay: ₹100,000.00 - ₹1,800,000.00 per year

Experience

- IT service management: 8 years (Required)

Work Location: Hybrid remote in Hyderabad, Telangana 500099

📌 ITSM Senior Lead (Hyderabad)
🏢 AadhyaRaj Technologies
📍 Hyderabad