THE ROLE
In close partnership with the Director of Production Operations, the Lead - Production Operations is a hands-on leadership role responsible for overseeing the operational efficiency and scalability of IT infrastructure and services. This position ensures seamless delivery of IT services to support the organization’s strategic objectives and operational needs. The ideal candidate is a leader with strong technical expertise and a proven track record of working with complex IT environments.
REPORTS TO
Director – Production Operations Infrastructure Services
LOCATION
Preference for this person to be based in Bangalore and hybrid.
WHAT YOU WILL DO
- Oversee optimization of ITSM processes, including incident, problem, change, and configuration management.
- Managing Major incident Management bridges and communication to leadership
- Monitor and analyze ITSM metrics and KPIs, driving improvements in operational efficiency and service quality.
- Collaborate with cross-functional teams to ensure IT services align with business needs and deliver maximum value.
- Lead the incident management process to ensure rapid identification, escalation, resolution, and documentation of incidents.
- Lead teams to conduct blameless post-incident reviews to identify root causes and implement corrective actions.
- Monitor incident trends and drive continuous improvements to reduce recurrence and improve response times.
- Manage the lifecycle of problems, from identification and analysis to resolution and prevention.
- Collaborate with technical teams to perform root cause analysis (RCA) and implement long-term fixes.
- Drive proactive problem management initiatives to mitigate potential risks and enhance system reliability.
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Support initiatives to enhance employee support experiences, including self-service tools and knowledge base resources.
WHO YOU ARE
- Education: Bachelor's degree in information technology, Computer Science, or a related field.
- Experience: Minimum of 5+ years of experience working with the ServiceNow platform, with at least 3 years in a lead role within a similar-sized global organization, collaborating with diverse technology teams across time zones.
- Rapid Problem-Solving: Utilize your adaptability and problem-solving skills to swiftly address stakeholder challenges and remove roadblocks to adoption at scale
- Technical Expertise: Deep understanding of ServiceNow platform, best practices to optimize development lifecycle, development best practices, and understanding of ITSM modules.
- Leadership Skills: Proven ability to foster a culture of collaboration and continuous improvement across multiple support towers.
- Communication Skills: Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at Top levels of the organization.
- Vendor Management: Experience in collaborating with vendors to maximize vendor engagements and contributions.
- Hands-on or at least applied knowledge of IT infrastructure in either networking, cloud services, platform and hosting, or security systems.
- Possess a strong understanding of ITIL frameworks and core IT service management (ITSM) principles.
- Experience working with observability tools to maintain end-to-end system visibility.
Skills Required
- Bachelor's degree in information technology, computer science, or a related field
- At least 5 years of experience working with the ServiceNow platform
- At least 3 years in a lead role within a similar-sized global organization
- Experience collaborating with diverse technology teams across time zones
- Deep understanding of the ServiceNow platform and ITSM modules
- Knowledge of development lifecycle optimization and development best practices
- Proven leadership across multiple support towers
- Excellent communication and interpersonal skills with senior stakeholders
- Experience collaborating with vendors
- Applied knowledge of IT infrastructure, including networking, cloud services, platform and hosting, or security systems
- Strong understanding of ITIL frameworks and core ITSM principles
Ralliant Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ralliant Corporation and has not been reviewed or approved by Ralliant Corporation.
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Parental & Family Support — Offerings include 12 weeks of fully paid parental/bonding leave, fertility and family‑planning support through partners like Progyny/Maven, up to $20,000 in adoption assistance, and backup child/adult care. Coverage for spouses and domestic partners further supports diverse family structures.
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Healthcare Strength — Comprehensive medical, dental, and vision coverage is paired with dedicated mental‑health resources, including 14 free therapy sessions via Spring Health. Materials also cite gender‑affirming support and broad eligibility for family members.
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Retirement Support — A 401(k) with company match and automatic enrollment is highlighted, with some employees eligible for additional discretionary contributions. Financial tools such as counseling and student‑debt assistance complement long‑term savings efforts.
Ralliant Corporation Insights
What We Do
Ralliant is a global precision-technology company that designs, develops, manufactures, and services precision instruments and highly engineered products. Its two strategic segments, Test and Measurement and Sensors and Safety Systems, provide instruments, software, sensors, and monitoring solutions for mission-critical applications across electronics, semiconductors, utilities, industrial manufacturing, defense, space, and other advanced technology markets worldwide, helping engineers accelerate innovation and improve the reliability of critical systems.
