ITIL Cross Functional Service Management

Wipro Limited is seeking an experienced ITIL Cross Functional Service Management specialist to join its infrastructure services division in Pune, Maharashtra. This high-impact technical role focuses on directing complex cross-functional teams to preserve operational stability, minimize system downtime metrics, and govern critical production environments for global enterprise clients.

Core day-to-day administrative and operational responsibilities encompass leading the structured recovery lifecycle for Major Incidents (P1/P2) across complex IT and telecom environments. The specialist will orchestrate incident detection, engineering triage, stakeholder escalations, and resolution workflows while coordinating real-time bridge calls and virtual war rooms alongside vendor groups, application developers, and infrastructure leads. Additional duties involve managing backend systems impacting telecom BSS platforms, customer relationship management tools like Salesforce, integration layers, and specialized networking layers.

Additionally, the position requires compiling regular outage communications, executing rigorous Root Cause Analysis (RCA) processes, and collaborating heavily with Change and Problem Management units to eliminate systemic issue recurrences. Candidates will evaluate data analytics dashboards to track key performance indicators such as Mean Time to Resolution (MTTR) and SLA compliance targets. The ideal applicant must demonstrate 5 to 8 years of experience, robust familiarity with Cloud Technologies (AWS/Azure), and hands-on capability managing corporate ticketing architecture like ServiceNow, OpsRamp, or Elastic.