Cross Functional Lead L2

Role Overview: As a Cross Functional Lead L2 at Wipro Limited, you will be responsible for acting as a single point of contact for the execution of ITIL Processes like incident management, problem management, and change management. Your role will involve connecting, updating, and managing discussions with customers and other service providers/vendors for all infrastructure-related technical services. You will collaborate with multiple stakeholders to ensure coordination across technical towers and lead ITIL Process resources to achieve Process KPIs and service level targets. Additionally, you will be required to act as a crisis manager during critical incidents, drive proactive problem management, and ensure process adherence and quality norms are met. Key Responsibilities: - Act as a single point of contact for ITIL Processes such as incident management, problem management, and change management - Connect, update, and manage discussions with customers and service providers/vendors - Collaborate with multiple stakeholders to ensure coordination across technical towers - Lead ITIL Process resources to achieve Process KPIs and service level targets - Act as a crisis manager during critical incidents and drive proactive problem management - Ensure process adherence and meet quality norms of Wipro and the customer - Drive internal audits, define and drive service improvement programs based on external audit findings - Report to the customer on all process areas as per contractual agreements Qualifications Required: - 10-14 years of experience in ITSM practice managing various ITIL process roles - ITIL V4 MP / ITIL 2011 Expert / ITIL 2011 Intermediate Certified, SIAM Foundation / Architect Certification - Good knowledge of ITSM Tools such as ServiceNow, Remedy, HPSM, etc. - Capability to deliver ITIL trainings - Excellent team management, interpersonal, presentation, verbal and written communication, facilitation, documentation, and process flow diagramming skills - Graduate or postgraduate in Management / Engineering / Computer Sciences (Note: Additional details about the company were not provided in the job description.),