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Service Management SME - ITSM, Data & AI

Date Posted: Oct 09, 2026

Job Detail

  • location_on
    Location Pune, Maharashtra, India
  • desktop_windows
    Job Type: Full Time/Permanent
  • schedule
    Shift:
  • analytics
    Career Level:
  • group
    Positions:
  • calendar_view_day
    Experience:
  • male
    Gender: No Preference
  • school
    Degree:
  • calendar_month
    Apply Before: Dec 07, 2026

Job Description

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Job Purpose 

Lead end-to-end delivery of service improvement initiatives. The role partners closely with stakeholders across Technology and the business, drives ITSM process maturity (Change, Incident, Problem), and uses data, AI and machine learning to identify opportunities, prioritize actions, and deliver measurable outcomes. 

 

Key Responsibilities 

IT Service Management Processes (Change / Incident / Problem) 

  • Drive strong ITSM practices with a focus on Change, Incident and Problem Management. 
  • Facilitate post-incident reviews and problem investigations; ensure root cause analysis leads to preventative actions. 
  • Improve change quality (risk assessment, scheduling, approvals, communications) to reduce failed changes and service impact. 
  • Define and track service KPIs (e.g., MTTR, incident recurrence, change success rate) and drive continuous improvement. 
  • Run stakeholder forums and working groups: set agendas, chair meetings, manage actions, and follow through to closure. 
  • Translate stakeholder needs into clear requirements, delivery plans and prioritized backlogs. 
  • Build strong cross-team collaboration and manage expectations through transparent communication. 

Data Analysis & Insight-Driven Actions 

  • Analyse operational and project data to identify trends, bottlenecks and improvement opportunities. 
  • Create dashboards and insight packs (e.g., service performance, change outcomes, incident/problem trends). 
  • Convert insights into actionable plans with owners, timelines and measurable benefits. 

AI / Machine Learning Initiatives 

  • Identify, shape and deliver AI/ML use cases relevant to infrastructure and IT operations (e.g., incident triage, anomaly detection, predictive capacity, knowledge management). 
  • Partner with data/AI teams to define problem statements, success metrics, data needs, and adoption plans. 
  • Support responsible AI delivery: controls, explainability, model monitoring, and operational readiness. 

 

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Required Skills & Experience 

  • Proven experience delivering IT infrastructure projects (e.g., compute, storage, cloud, Databases, data centre, platform). 
  • Strong working knowledge of ITSM with hands-on exposure to Change, Incident and Problem Management. 
  • Demonstrable experience leading stakeholder forums and driving outcomes through influence. 
  • Strong analytical capability: ability to interpret data, identify trends, and drive decisions/actions. 
  • Hands on experience with AI/ML concepts and practical application in IT operations or service management. 
  • Excellent communication skills (written and verbal), including executive-level reporting. 

 

Preferred / Nice to Have 

  • ITIL certification (Foundation or above). 
  • Experience with common ITSM tools (e.g., ServiceNow or equivalent). 
  • Experience with Agile delivery methods and/or hybrid delivery models. 
  • Exposure to cloud platforms (Azure/AWS/GCP) and automation (scripting, orchestration). 
  • Experience building dashboards (Power BI/Tableau) and using data tools (SQL, Python—optional). 

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Source: Wipro careers — Read the original posting and apply

This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.

Company Overview

Wipro
Wipro · Bengaluru, Karnataka, India
5,630 open roles

Wipro is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam K... Read More

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