Job Title: IMS Lead / Infrastructure Managed Services Lead (Service Desk & Infrastructure Operations)

Location: Bangalore

Experience: 8-15 Years

Role Summary

We are seeking an experienced and highly creative Infrastructure Managed Services (IMS) Lead to oversee end-to-end Service Desk and IT Infrastructure Operations for enterprise environments.

The role demands a transformational leader who can drive operational excellence, automation-first service delivery, self-service adoption, shift-left initiatives, AI-enabled support operations, and cost optimization across the IT support landscape.

The ideal candidate should have proven experience managing large-scale Service Desk, Workplace Services, Infrastructure Operations, Cloud Operations, and Vendor Ecosystems while delivering measurable improvements in SLA compliance, customer experience, MTTR reduction, ticket deflection, automation adoption, and operational efficiency.

Key Responsibilities

Service Desk Leadership

- Manage Service Desk operations
- Own Incident, Request, Problem, Change, and Knowledge Management processes.
- Ensure adherence to ITIL best practices and service governance.
- Drive First Contact Resolution (FCR) improvements.
- Improve Customer Satisfaction (CSAT) and End User Experience.
- Reduce incident volumes through proactive initiatives.

Key KPIs

- SLA Achievement
- FCR %
- Ticket Backlog
- MTTR
- User Satisfaction Score
- Ticket Deflection %

Infrastructure Operations Management Lead L2/L3 infrastructure teams responsible for:

End User Computing

- Windows 10/11
- Microsoft 365
- Intune
- SCCM
- Endpoint Management
- Device Lifecycle Management

Server & Compute





- Windows Server
- Linux Administration
- VMware
- Hyper-V
- Azure Infrastructure
- AWS Infrastructure

Network Operations

- LAN/WAN
- SD-WAN
- Wireless Infrastructure
- Firewalls
- VPN
- Load Balancers

Monitoring & NOC

- Infrastructure Monitoring
- Event Management
- Alert Management
- Predictive Operations

Automation & Digital Transformation This is the most critical aspect of the role.

Drive automation initiatives across service operations:

Expected Areas

- ServiceNow Automation
- AIOps
- Chatbots & Virtual Agents
- Self-Healing Scripts
- Auto Remediation
- Workflow Automation
- RPA Implementations
- PowerShell Automation
- Python-based Automation
- Infrastructure as Code

Deliverables

- Ticket reduction initiatives
- Automated provisioning
- User self-service enablement
- Automated password resets
- Automated onboarding/offboarding
- Incident auto-resolution

Success Metrics

- 30-40% reduction in manual effort
- 20-30% ticket volume reduction
- Improved MTTR
- Improved resource utilization

Shift Left & Self-Service Programs

Design and implement

- Shift Left framework
- Knowledge-Centered Support (KCS)
- Self-Service Portal adoption
- Service Catalog expansion
- User Enablement Programs

Expected Outcomes

- Increase L1 resolution




- Reduce escalations
- Increased self-service adoption
- Reduced support costs

Cost Optimization & Efficiency Own infrastructure and support cost optimization programs.

Areas of Focus

- Tool Rationalization
- Vendor Optimization
- License Optimization
- Cloud Cost Management
- Workforce Productivity Improvement
- Automation-led OpEx Reduction

Expected Results

- Demonstrable annual cost savings
- Productivity gains
- Reduced support headcount dependency through automation

Service Delivery Governance

- Executive stakeholder management
- Service review governance
- Monthly operational reviews
- Continual Service Improvement (CSI)
- Risk and Compliance management
- Audit readiness

Prepare and present:
- Service Dashboards
- SLA Performance Reviews
- Executive Reports
- Cost Optimization Reports
- Automation Benefit Reports

Vendor & Partner Management

- Manage multiple infrastructure partners and OEMs.
- Establish KPI-based vendor governance.
- Ensure commercial and operational accountability.
- Drive performance improvement plans where required.

Technical Skills Required

ITSM Platforms

- ServiceNow (Mandatory)
- BMC Remedy
- Jira Service Management

Infrastructure Technologies

- Windows Server
- Linux
- VMware
- Azure
- AWS
- Microsoft 365
- Active Directory
- Intune
- SCCM

Monitoring Tools

- SolarWinds
- LogicMonitor
- Dynatrace
- Splunk
- Datadog
- SCOM

Automation Technologies

- PowerShell
- Python
- Power Automate
- Ansible
- Terraform
- ServiceNow Flow Designer
- RPA Tools (UiPath/Automation Anywhere)

📌 IMS Lead or Infrastructure Managed Services Lead Bangalore location (Bengaluru)
🏢 Sonata Software
📍 Bengaluru