{"id":1042451,"url":"https://alion.io/job/altera-itsm-operations-lead","title":"ITSM Operations Lead","company":{"id":5328,"name":"Altera","domain":"altera.com","url":"https://alion.io/company/altera","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":85,"open_postings":14,"ghost_share":0,"stale_share":0.571,"repost_share":0.071,"time_to_fill_p50_days":56,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Operations","role_family":"Operations","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India","George Town, Malaysia"],"countries":["IN","MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":18500,"max_usd":50000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":8},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Configuration Management","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Agile","optional":true},{"name":"AWS","optional":true},{"name":"Azure","optional":true}],"status":"live","first_seen_at":"2026-09-18T20:00:14Z","employer_posted_date":"2026-09-18","last_verified_at":"2026-11-04T13:27:21Z","board_verified":true,"closed_at":null,"days_open":46,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":46},"description":"Job Details:\nJob Description:\nOverview\nWe are seeking an experienced ITSM Operations Lead to drive the operational efficiency, governance, and strategy of our IT Service Management ecosystem. In this role, you will lead the adoption and execution of ITIL best practices across Incident, Problem, Change, and Configuration Management. You will work closely with cross-functional technical teams, business stakeholders, and service desk analysts to maintain system availability, optimize service delivery, and reduce mean time to resolution (MTTR).\nKey Responsibilities\nService Governance & Governance: Drive operational excellence across core ITIL processes including Incident Management, Problem Management, Change Enablement, Request Fulfillment, and Service Asset & Configuration Management (SACM).\n\nMajor Incident Management: Serve as an escalation point and major incident manager for high-severity incidents (P1/P2), coordinating cross-functional resolution teams, running command bridges, and publishing timely stakeholder communications.\n\nRoot Cause Analysis (RCA): Lead post-incident reviews (PIRs) and problem management workflows to identify systemic issues, eliminate repeat incidents, and track actionable remediation plans.\n\nChange Enablement: Facilitate Change Advisory Board (CAB) meetings, evaluate change risks and dependencies, and ensure continuous service availability during deployments.\n\nPlatform Administration & Metrics: Oversee the ITSM tool platform (e.g., ServiceNow, Jira Service Management) to maintain workflow automation, SLA tracking, dashboards, and operational reporting.\n\nContinuous Service Improvement (CSI): Analyze operational performance data and key performance indicators (KPIs) to identify gaps and drive continuous service improvements.\n\nManaged Service Provider (MSP) Management: Supervise the Managed Service Provider and drive adherence to ITIL best practices ensure operational excellence.\n\n Required Qualifications\nExperience: 5+ years of experience in IT Operations, Service Management, or Technical Support Leadership.\n\nCertifications: ITIL v3/v4 Foundation required; ITIL Intermediate or Managing Professional certification preferred.\n\nTechnical Proficiency: Hands-on experience administering or leading workflows in ITSM platforms like ServiceNow, Jira Service Management, Remedy, or Freshservice.\n\nLeadership Skills: Proven track record leading technical teams during critical outages and facilitating cross-departmental coordination.\n\nAnalytical Ability: Experience defining, monitoring, and reporting on IT service metrics (MTTR, SLA compliance, Change Success Rate, First Contact Resolution).\n\n Preferred Qualifications\nExperience with Agile, DevOps, or Lean frameworks alongside traditional ITIL governance.\n\nFamiliarity with cloud platforms (AWS, Azure) and hybrid infrastructure environments.\n\nStrong written and verbal communication skills with the ability to translate technical issues into business context for executive leadership\n\nQualifications:\nJob Type:\nRegularShift:\nShift 1 (India)Primary Location:\nBengaluru, Karnataka, IndiaAdditional Locations:\nPenang 15, Penang, MalaysiaPosting Statement:\nAll qualified applicants will receive consideration for employment without regard to race, color, religion, religious creed, sex, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, military and veteran status, marital status, pregnancy, gender, gender expression, gender identity, sexual orientation, or any other characteristic protected by local law, regulation, or ordinance.","description_format":"text","description_chars":3593,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Processors, MCUs & AI Chips"],"lifecycle":[{"event":"open","at":"2026-09-18T20:00:14Z"}],"visa":[],"liveness":{"score":37,"band":"fade","label":"Fading","p_open":1,"p_active":0.614,"p_room":0.6,"age_days":46,"expected_fill_days":56,"reasons":["conf:6","stale_co","velocity","win:late","crowd:brand"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/altera-itsm-operations-lead","json_url":"https://alion.io/job/altera-itsm-operations-lead.json","meta":{"generated_at":"2026-11-04T15:39:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23981,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5328},"rest":"https://alion.io/mcp/rest/get_company?id=5328"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Faltera-itsm-operations-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Faltera-itsm-operations-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Faltera-itsm-operations-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/altera-itsm-operations-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Faltera-itsm-operations-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1042451}},{"tool":"search_jobs","arguments":{"company":"altera.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1042451},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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