THE ROLE In close partnership with the Director of Production Operations, the Lead - Production Operations is a hands-on leadership role responsible for overseeing the operational efficiency and scalability of IT infrastructure and services. This position ensures seamless delivery of IT services to support the organization’s strategic objectives and operational needs. The ideal candidate is a leader with strong technical expertise and a proven track record of working with complex IT environments. REPORTS TO Director – Production Operations Infrastructure Services LOCATION Preference for this person to be based in Bangalore and hybrid. WHAT YOU WILL DO Oversee optimization of ITSM processes, including incident, problem, change, and configuration management. Managing Major incident Management bridges and communication to leadership Monitor and analyze ITSM metrics and KPIs, driving improvements in operational efficiency and service quality. Collaborate with cross-functional teams to ensure IT services align with business needs and deliver maximum value. Lead the incident management process to ensure rapid identification, escalation, resolution, and documentation of incidents. Lead teams to conduct blameless post-incident reviews to identify root causes and implement corrective actions. Monitor incident trends and drive continuous improvements to reduce recurrence and improve response times. Manage the lifecycle of problems, from identification and analysis to resolution and prevention. Collaborate with technical teams to perform root cause analysis (RCA) and implement long-term fixes. Drive proactive problem management initiatives to mitigate potential risks and enhance system reliability. Support initiatives to enhance employee support experiences, including self-service tools and knowledge base resources. WHO YOU ARE Education: Bachelor's degree in information technology, Computer Science, or a related field. Experience: Minimum of 5+ years of experience working with the ServiceNow platform, with at least 3 years in a lead role within a similar-sized global organization, collaborating with diverse technology teams across time zones. Rapid Problem-Solving: Utilize your adaptability and problem-solving skills to swiftly address stakeholder challenges and remove roadblocks to adoption at scale Technical Expertise: Deep understanding of ServiceNow platform, best practices to optimize development lifecycle, development best practices, and understanding of ITSM modules. Leadership Skills: Proven ability to foster a culture of collaboration and continuous improvement across multiple support towers. Communication Skills: Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at Top levels of the organization. Vendor Management: Experience in collaborating with vendors to maximize vendor engagements and contributions. Hands-on or at least applied knowledge of IT infrastructure in either networking, cloud services, platform and hosting, or security systems. Possess a strong understanding of ITIL frameworks and core IT service management (ITSM) principles.