Job Description
Job Title:  Service Management SME - ITSM, Data & AI
City:  Pune
State/Province:  Maharashtra
Posting Start Date:  10/6/26
Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.
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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Mandatory Skills: Project Management .

 

Experience: 8-10 Years .

 

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.
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