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Team Lead – GICS Control Tower
Location: Bangalore (Global Role)
Reports To: Senior Manager – Global Configuration Services
Employment Type: Full-Time
Role Overview
Lead the Global Control Tower for Imaging Configuration Services, driving governance, visibility, workload balance, predictive analytics, and operational discipline across worldwide ITC labs and CFS centers. Act as the single point of orchestration across regions, ensuring SLA adherence, workload optimization, accurate forecasting, and structured executive reporting.
Key Responsibilities
- Global Monitoring Governance: Track aged projects, SLA risks, workload, escalations, and provide executive dashboards/reports.
- Workload Capacity Optimization: Balance workloads across regions, monitor engineer ratios, and recommend capacity planning.
- Forecasting Analytics: Build predictive models for ITC/CFS, support workforce planning, and scenario modeling.
- Operational Excellence: Drive improvement initiatives, outage tracking, problem management, and image management centralization.
- Process System Governance: Oversee ServiceNow transitions, ensure compliance during migrations.
- Knowledge Management Enablement: Standardize KM, scale pilots, maintain documentation, and support training.
- Stakeholder Management: Lead governance forums, present insights, and liaise with global leaders and operations.
Scope
- Global Imaging Labs Configuration Centers
- Regional workload balancing and SLA improvement.
- Capacity planning and governance of priority projects.
Success Metrics
- SLA adherence
- Projects per engineer ratio
- Forecast accuracy
- Reduction in aged projects
- Escalation resolution cycle time
- Timely executive reporting
Qualifications
- College Graduate with IT Service delivery experience.
- Experience in global/multi-site delivery and governance forums
- Strong analytical skills (Excel/Power BI) and forecasting expertise
- ServiceNow exposure preferred
- Proven stakeholder management across geographies
Preferred Experience
- IT Services, PC Imaging, Enterprise Deployment background
- Control Tower/UCC model experience
- Lean/Six Sigma exposure
- AI/automation analytics
Leadership Competencies
- Executive presence data storytelling
- Escalation management
- Structured problem solving
- Cross-cultural collaboration
- Ability to scale operations in ambiguity
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
