Job description:
͏ Job Purpose
Lead end-to-end delivery of service improvement initiatives. The role partners closely with stakeholders across Technology and the business, drives ITSM process maturity (Change, Incident, Problem), and uses data, AI and machine learning to identify opportunities, prioritize actions, and deliver measurable outcomes.
Key Responsibilities
IT Service Management Processes (Change / Incident / Problem)
• Drive strong ITSM practices with a focus on Change, Incident and Problem Management.
• Facilitate post-incident reviews and problem investigations; ensure root cause analysis leads to preventative actions.
• Improve change quality (risk assessment, scheduling, approvals, communications) to reduce failed changes and service impact.
• Define and track service KPIs (e.g., MTTR, incident recurrence, change success rate) and drive continuous improvement.
• Run stakeholder forums and working groups: set agendas, chair meetings, manage actions, and follow through to closure.
• Translate stakeholder needs into transparent requirements,
delivery plans and prioritized backlogs.
• Build strong cross-team collaboration and manage expectations through transparent communication.
Data Analysis & Insight-Driven Actions
• Analyse operational and project data to identify trends, bottlenecks and improvement opportunities.
• Create dashboards and insight packs (e.g., service performance, change outcomes, incident/problem trends).
• Convert insights into actionable plans with owners, timelines and measurable benefits.
AI / Machine Learning Initiatives
• Identify, shape and deliver AI/ML use cases relevant to infrastructure and IT operations (e.g., incident triage, anomaly detection, predictive capacity, knowledge management).
• Partner with data/AI teams to define problem statements, success metrics, data needs, and adoption plans.
• Support responsible AI delivery: controls, explainability, model monitoring, and operational readiness.
͏ Required Skill
📌 Service Management SME (Pune)
🏢 Wipro
📍 Pune