SERVICE LEVEL MANAGER L2(CONTRACT)

Job Description

Job Title: IT Service Manager (Service Management) – Telecom;Location :Pune

Band: B3.C1 WO Rate :130k max

Job Summary

Responsible for managing and resolving high-priority IT and telecom service incidents to ensure rapid service restoration and minimal business impact. Acts as the central point of coordination for all ITIL operational services while ensuring adherence to ITIL best practices.

Key Responsibilities

Lead and manage Major Incidents (P1/P2) across IT and telecom environments.

Own the end-to-end incident lifecycle: detection, triage, escalation, resolution, and closure.

Coordinate bridge calls and war rooms with application, infrastructure, and vendor teams.

• Manage incidents impacting BSS systems preferably Front End Portals, CRM - Salesforce, Integration
• Tibco, Billing -E// , SAP and OSS/networks.

Provide timely and accurate stakeholder communications (status updates, outage notifications).

Drive Root Cause Analysis (RCA) and post-incident reviews.

Identify recurring issues and work with Problem and Change Management teams.

Track and report KPIs: MTTR, SLA compliance, incident trends.

Required Skills

Strong knowledge of telecom BSS platforms.

Strong knowledge of Cloud Technologies AWS and Azure.

Hands-on experience with ITIL Incident and Problem and Change Management.

Familiarity with monitoring and ticketing tools (Service Now, Elastic, Ops Ramp, New Relic etc.).

Excellent communication, leadership, and crisis management skills.

Qualifications & Experience

Bachelor’s degree in IT, Electronics & Telecom or Computer Science.

12–15+ years of experience in IT Operations Service Management.

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