Insight Global is looking for an Infrastructure Service Operations Lead for a Fortune 100 client local to Hyderabad, India. The lead will be responsible for running daily operations in their global command centers. This individual will oversee the governance and execution of Global service management ITIL processes and related operations activities. This includes the process areas Incident, Problem, Release, Change, Configuration, event management, etc. This role will work closely with IT global capability and sector CIO teams being the single point of contact to drive insights, ensure alignment to global process, collect feedback, and identify service improvement opportunities. This role will influence for process discipline across multiple IT teams and drive holistic Service Management risk/opportunity assessment for the sector. This role will responsible for the maturation and governance of key IT support processes and provides performance insights to drive continuous service Improvements in IT operations.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Required Skills & Experience
- 10+ years of experience working in IT service management and ITIL processes and operations
- Proven ability to drive process improvement and execution for incident, change, problem, event management for proactive and reactive incidents
- Experience utilizing monitoring tools to identify and resolve system issues to minimizing downtime and maintaining Service Level Agreements (SLAs)
- Experience maintaining CMBD governance policies and strategy
- Experience developing reporting, analysis of trends, deriving insights, and mitigating risk within the organization
- ServiceNow
- Ability to work cross functionally with global business and technical teams, interact and manage stakeholder and executive level leadership relationships

Nice to Have Skills & Experience
- Experience with AI/ML for incident management

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.