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Beretta Clima Italia Logo Beretta Clima Italia · IT - Administration

Infrastructure Services Lead

India, Bangalore · Job Posted March 26, 2026
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Job Description

Carrier is seeking an experienced and motivated individual to join the Corporate IT staff to create, implement, and support key elements of our Service Excellence strategy. This position will be responsible for our Major incident & Problem management program leveraging our Service Now instance. This role assumes a high degree of knowledge in the ServiceNow platform and extensive knowledge of Major Incident & Problem Management processes and procedures. This role is also responsible for participating in the introduction of new and innovative technologies to help the Carrier businesses increase employee productivity and engagement, and increase integration with backend business processes.

Job Responsibility

  • Manage and lead the Major Incident Management service
  • Define and implement Major Incident Management processes and procedures
  • Monitor critical and high-priority incidents to ensure Service Level Agreements are met
  • Communicate effectively and timely for all major incidents
  • Facilitate with multiple teams and engage with leadership at various levels
  • Analyse incident records to identify trends and provide analysis to technical groups and stakeholders
  • Coordinate with internal teams, suppliers and external parties to resolve major incidents
  • Maintain documentation of major incidents, including timelines, actions taken, resolutions, and lessons learned
  • Provide training and technical support on the incident management process
  • Implement escalation procedures and engage senior management as needed
  • Define and manage KPI’s through process compliance, dashboards and vendor engagement
  • Identify Problem Investigation, assignment issues, acting as an initial escalation point for day-to-day Problem Management issues
  • Manage Problem Investigations and escalate issues as needed
  • Perform trend analysis on incidents and problem records to reduce incident count
  • Provide and validate Problem RCA status reports for senior leadership
  • Facilitate between external suppliers and internal support teams on the RCAs
  • Engage with support groups to coordinate the investigation and solutioning of Known Errors
  • Provide pre-audit and post-audit support for internal and external audits
  • Perform gap analysis and drive action plans to ensure process compliance

Requirements

  • Bachelor’s Degree in Computer Science, Management of Information Systems, or related business discipline(s). Master’s Degree a plus
  • 8 - 10 years of major incident management & problem management experience in IT
  • Strong understanding of Incident &Problem Management methodologies and best practices (ITIL) as well as experience developing and enhancing complex processes
  • Strong understanding of ServiceNow ITSM Process
  • Ability to organize and prioritize workflow and to meet established timeframes and deadlines
  • Self-motivated and proactive individual
  • Strong organizational, interpersonal, analytical, communication and technical skills are essential
  • Ability to build and maintain customer relationships, be a team player, meet deadlines and adjust to changing priorities
  • Individual must be highly motivated, results-oriented with keen attention to detail and able to work in fast-paced environment

What we offer

  • Health insurance
  • Flexible schedules and leave Policy
  • Professional development opportunities
  • Employee Assistance Program
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