CFS Lead

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

Role Purpose

The purpose of this role is to resolve high-priority incidents through advanced troubleshooting, ensure SLA compliance, analyse system performance trends, and create mitigation measures by collaborating with internal and external stakeholders.

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Areas of responsibility

Triaging and resolution of tickets-Provide resolution to high priority incident (P2) tickets, performing advanced troubleshooting and root cause analysis to ensure timely closure.

SLA Monitoring-Ensure SLA compliance for assigned technology areas and ensure proactive escalation management.

Performance tuning and optimization-Analyse system performance data, coordinate findings on system behaviour, and support capacity planning initiatives to enhance overall system efficiency.

Perform system Improvements-Create mitigation measures to evaluate new tools or improvements by collaborating with technical teams.

Handling disaster recovery-Perform security assessments and recovery drills, and implement necessary controls to ensure compliance with established security standards.

Reporting and stakeholder engagement-Participate in weekly and monthly service review meetings, provide updates on performance and issues, and support stakeholder communication to ensure transparency and service alignment.

Team Management-Collaborate with team members to resolve open tickets and service requests.

Knowledge base and continuous learning Contribute to updating SOPs, knowledge articles and maintaining the knowledge repository for the purpose of future ticket resolution.

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Role Purpose

The Cross Functional Services Lead (CFS Lead) is accountable for end-to-end service performance across multiple ITIL practices and delivery towers, ensuring seamless service integration, operational excellence, and customer outcomes. The role acts as the central orchestration point across infrastructure, applications, vendors, and support functions to deliver stable, compliant, and continuously improving IT services.

Key Objectives

• Ensure integrated service delivery across cross-functional teams
• Own service health, stability, and SLA compliance
• Drive ITIL-aligned governance, risk management, and continual improvement
• Act as the single escalation and decision authority for cross-tower issues

Key Responsibilities (ITIL-Aligned)

Service Ownership & Integration:

• Own end-to-end service performance across multiple towers
• Ensure service integration across ITIL practices

Service Operations & Stability:

• Govern major incidents (P1/P2) and cross-functional resolution
• Drive RCA and Problem Management

Governance & Compliance:

• Enforce ITIL processes and controls
• Ensure SLA and regulatory compliance

Change & Transition Oversight:

• Govern cross-functional changes and releases
• Support service transition and hypercare

Stakeholder & Vendor Management:

• Act as single point of accountability
• Govern multi-vendor performance

Continual Service Improvement:

• Drive CSI initiatives, automation, and standardization

Key Metrics

• SLA/SLO compliance
• Major incident MTTR
• Service availability and reliability
• Change success rate
• Customer satisfaction (CSAT)

Required Skills & Experience

Mandatory:

• Strong ITIL framework knowledge (ITIL 4 preferred)
• Experience in multi-tower service delivery
• Strong stakeholder and escalation management skills
  Desirable:
• ITIL 4 Managing Professional / Expert
• SIAM or multi-vendor experience
• Exposure to Automation, AIOps, DevOps, or SRE

Mandatory Skills: Business MSI Multi Sourcing Integration .Experience: 5-8 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.