• Collaborate with all regional leads to implement best practices and ensuring efficient and effectiveness across their region with global initiatives.
• Provide guidance, coaching and support to regional IT Community in all IT global/regional implementations projects to ensure high performance.
• Backup assistant for any region that could need support (follow-the-sun)
• Overseeing the delivery of IT services to meet the needs of global users and stakeholders.
• Collaborate with Infosys SIAM team.
• Ensuring that SLAs and KPIs are defined, monitored, and met consistently across their region.
• Managing relationships with internal and external service providers to ensure seamless service delivery.
• Developing and implementing a Global IT service strategy aligned with the organization's business objectives.
• Collaborating with regional stakeholders to understand their requirements and priorities and incorporating feedback into the service strategy.
• Continuously monitoring and evaluating the performance of IT services to identify areas for improvement.
• Leading service improvement initiatives to enhance service quality, reliability, and user satisfaction.
• Implementing best practices such as ITIL to drive service excellence.
• Overseeing change and release management processes to minimize disruption to IT services during changes or updates.
• Ensuring that changes are assessed, prioritized, and implemented in a controlled manner to mitigate risks and maintain service stability.
• Coordinating communication and collaboration between different teams and stakeholders involved in change and release activities.
• Managing incident and problem management processes to minimize the impact of IT incidents on business operations.
• Manage the day-to-day operations of the service desk and the end-to-end incident management process and major incident management process.
• Facilitating timely resolution of incidents and problems by coordinating efforts across teams and leveraging appropriate resources.
• Conducting RCAs to identify underlying issues and implementing corrective actions to prevent recurrence.
• Monitoring vendor performance and addressing any issues or concerns proactively.
• Developing and implementing risk mitigation strategies and controls to safeguard IT assets and data.
• Collaborating with internal audit and compliance teams to address audit findings and remediate any non-compliance issues.
• Providing leadership, direction, and support to global IT service teams, including managers, analysts, and technical specialists.
• Fostering a culture of collaboration, innovation, and continuous improvement within the IT service organization.
• Develop and maintain an IT Service Management strategy and framework that aligns with business goals.
• Ensure that the Service Desk team, internal or vendor ones, provides high-quality customer service, improves user experience, and maintains a positive relationship with stakeholders.

• Bachelor's Degree in Information Technology, Computer Science
• Minimum of 5 to 10 years of experience in ITIL best practices (ITIL 3/4 foundation certification will be a plus).
• Experience working with IT Service Management tools (ServiceNow experience will be a plus
• Deep knowledge of ITSM and practical experience in (major) incident management and problem management.
• Ability to lead and direct the (major) incident response effectively and efficiently.
• Familiarity with ITIL or other industry-standard frameworks for (major) incident management.
• Excellent communication and interpersonal skills, with the ability to communicate effectively with stakeholders at all levels of the organization.

Health and Safety – Highest standards and a wide range of health promotion and healthcare activities

Compensation -Fair working conditions and competitive compensation

Collaboration and Diversity – Collegiality is of huge importance we treat everyone with respect and appreciation

Work Location

Plot No. A-23, MIDC Chakan, Phase II Village Khalunmbre, Tal. Khed District Pune Maharashtra 410501