Kondhwa Pune Maharashtra Lead service desk Jobs – 91 Open Jobs Today

Service Process Lead_Senior Incident Manager
Fujitsu —Pune, Maharashtra
- Full-time
- Azure
- Computer Science
- Analysis skills
14d
RRN00015404 - Service Desk Associate Manager
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O&M Halyard Health India Private Limited —Pune, Maharashtra
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Codvo.ai —Pune, Maharashtra
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ESP Global Services Limited —Pune, Maharashtra
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HealthEdge —Pune, Maharashtra
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NielsenIQ —Pune, Maharashtra
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Dreamtime Learning —Kalyani Nagar, Pune, Maharashtra
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- Full-time
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Helpdesk Shift lead
Viavi Solutions —Pune, Maharashtra
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Syngenta Group —Pune, Maharashtra
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People Services Lead ISEAM
SKF —Pune, Maharashtra
- English
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Manager - Corporate Sales
Lex Visas Pvt. Ltd. —Hadapsar, Pune, Maharashtra
- ₹7,00,000 - ₹12,00,000 a year
- Full-time
- Microsoft Word
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8h
Digital Marketing Specialist at Terkar Capital (Second Inning Opportunity)
Terkar Capital —Pune, Maharashtra
- ₹15,000 - ₹25,000 a month
- Full-time
- Microsoft Excel
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Team Lead-Enterprise Heldesk
Stratacent —Pune, Maharashtra
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EVO Incident Management & Stabilisation Expert - VOIS
Vodafone —Pune, Maharashtra
- Full-time
- Microsoft Excel
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Dir - Information Security (IN)
Cencora —Pune, Maharashtra
- Full-time
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Apex Group —Baner, Pune, Maharashtra
- Full-time
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Receptionist & Front Office Executive
Shelby Research LLC —Viman Nagar, Pune, Maharashtra
- ₹22,000 - ₹35,000 a month
- Full-time
- Microsoft Word
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Associate Manager - RIS Operations
Principal Global Services —Pune, Maharashtra
- Full-time
- Hybrid work
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9d

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Service Process Lead_Senior Incident Manager

Fujitsu -
Pune, Maharashtra

Apply Now

Job details

Full-time
14 days ago

Qualifications

Knowledge management
ITIL Certification
Azure
Computer Science
Incident management
IT service management
Analysis skills
Bachelor's degree
ITIL
Virtualization
Organisational skills
ServiceNow
Problem management
Root cause analysis
Communication skills
Information Technology

Full job description

Job Description

Service Process Lead_Senior Incident Manager

Job Location: Pune, Noida

Location Flexibility: Multiple Locations in Country

Req Id: 9301

Posting Start Date: 7/8/26

At Fujitsu, we've been driven to create a sustainable world through innovation since 1935. Today, we lead in digital transformation globally with our 130,000 employees across 50+ countries. We empower our diverse community to achieve greatness through career development and opportunities. Explore our internal positions and join us in shaping a brighter future. Thank you for being a part of Fujitsu. We look forward to growing together toward a brighter future.

Job Role: Senior Incident Manager

GRF Title: Service Process Lead - 11

Job Type: Full-time

Job Summary:

We are seeking a highly experienced and hands-on Senior Incident Manager to lead and govern the Incident Management function across a big account in the organization. The successful candidate will be accountable for the end-to-end Incident Management process, ensuring rapid service restoration, effective stakeholder communication, SLA compliance, operational excellence, and continual service improvement.

The role requires a strong ITIL Incident Management practitioner who can drive accountability across Service Desk teams, resolver groups, and service delivery stakeholders while maintaining hands-on involvement within the ITSM platform. The individual will act as the primary escalation point for incident-related service concerns and will be responsible for improving service stability, customer satisfaction, and operational performance.

Key Responsibilities:

Incident Management Ownership & Governance

Own and govern the Incident Management process end-to-end, ensuring effective execution across all support teams and suppliers.
Ensure adherence to Incident Management policies, procedures, standards, and ITIL best practices.
Drive operational governance through regular service reviews, backlog reviews, aging incident reviews, and performance discussions.
Establish and maintain accountability across Service Desk, resolver groups, and third-party suppliers.

Incident Operations & Service Restoration

Ensure timely restoration of services while minimizing business impact and service disruption.
Oversee the complete incident lifecycle, including logging, categorization, prioritization, assignment, escalation, resolution, recovery, and closure.
Proactively manage incident queues, SLA risks, aging incidents, backlog, and operational performance.
Act as the primary escalation point for high-priority incidents, service risks, and customer concerns.
Coordinate cross-functional teams to drive incident resolution and service recovery.

Service Integration & Stakeholder Management

Act as the central point of coordination between Service Desk, resolver teams, suppliers, service delivery teams, and business stakeholders.
Drive accountability and performance across internal and external support organizations.
Provide timely and effective communication to customers, leadership teams, and key stakeholders regarding incident status, risks, and recovery actions.
Manage customer escalations and ensure appropriate actions are taken to restore confidence and service quality.

Performance Management & Reporting

Define, monitor, and report on Incident Management KPIs, SLAs, operational metrics, and service health indicators.
Analyse incident trends, recurring issues, backlog, and service risks to identify improvement opportunities.
Produce regular operational and management reports with actionable insights and recommendations.
Ensure data quality, reporting accuracy, and process compliance within the ITSM platform.

Continual Service Improvement

Drive Service Improvement Plans (SIPs) and corrective actions arising from incident reviews, customer feedback, audits, and performance trends.
Identify recurring incident patterns and work with Problem Management teams to drive root cause elimination and service stability improvements.
Support Root Cause Analysis (RCA) activities and ensure corrective and preventive actions are tracked to completion.
Promote automation, operational excellence, and process optimization initiatives to improve service performance and customer experience.

ITSM Tool & Operational Excellence

Maintain a hands-on presence within the ITSM platform to monitor operational performance and service health.
Utilize Xurrent (formerly 4me) or equivalent ITSM tools for incident management, reporting, dashboards, workflow management, and SLA monitoring.
Ensure accurate incident records, categorization, prioritization, and data integrity.
Support process enhancements and tooling improvements to improve operational effectiveness.

Leadership & Capability Development

Lead, coach, and mentor Incident Management personnel.
Promote a culture of ownership, accountability, customer focus, and continuous improvement.
Provide guidance and training on Incident Management processes, governance, and best practices.
Support organizational process maturity and service management capability development.

Required Skills & Qualifications:

Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
7+ years of experience in IT Service Management , including significant experience in Incident Management within enterprise or managed services environments.
Proven experience owning and governing Incident Management processes end-to-end.
Strong practical experience in ITIL Incident Management, including service restoration, prioritization, escalation management, SLA governance, backlog management, and continual service improvement.
Strong understanding of ITIL Service Management processes, including Major Incident Management, Problem Management, Change Management, Knowledge Management, and Continual Service Improvement.
Experience leading Incident Management teams and driving operational governance activities.
Demonstrated experience managing customer escalations, supplier performance, and cross-functional service delivery teams.
Strong analytical skills with experience performing trend analysis, service reporting, KPI management, and improvement planning.
Excellent communication, stakeholder management, presentation, and influencing skills.
Strong organizational skills with the ability to manage multiple priorities and competing demands.
ITIL Foundation certification (ITIL 4 or ITIL Version 5).

Desirable:

Hands-on experience with Xurrent (formerly 4me). Experience with ServiceNow or equivalent enterprise ITSM platforms will also be considered.
Advanced ITIL certifications such as ITIL Managing Professional, ITIL Strategic Leader, ITIL Practice Manager, ITIL Master, SIAM Foundation, or equivalent Service Management certifications.
Experience in global managed services and multi-supplier environments.
Familiarity with Microsoft 365, Azure, networking, servers, virtualization, and security services.
Experience driving Service Improvement Plans (SIPs), operational excellence initiatives, process maturity programs, and automation opportunities.
Experience facilitating Root Cause Analysis (RCA) activities and collaborating with Problem Management teams to drive permanent resolution of recurring issues.

Relocation Supported: No

Visa Sponsorship Approved: No

At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.

Apply Now

Refine Your Search

lead service desk jobs in kondhwa pune maharashtra

Service Process Lead_Senior Incident Manager

RRN00015404 - Service Desk Associate Manager

Shift Lead Service Desk

Front Desk Manager (Lead Generation)

Infrastructure Delivery Lead / Manager

Customer Success Manager India

Associate Service Desk Analyst

Order Management Team Lead

Operations & Customer Support Executive

Helpdesk Shift lead

Team Lead I2P

People Services Lead ISEAM

Manager - Corporate Sales

Digital Marketing Specialist at Terkar Capital (Second Inning Opportunity)

Team Lead-Enterprise Heldesk

EVO Incident Management & Stabilisation Expert - VOIS

Dir - Information Security (IN)

Client KYC Specialist- Assistant Vice President 1

Receptionist & Front Office Executive

Associate Manager - RIS Operations

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