Jira Service Management Lead
City: Bengaluru
State/Province: Karnataka
Posting Start Date: 2/5/26
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:
Job Description
Required Skills & Experience
• 11 years of experience in IT Service Management, with 4 years hands-on in Jira Service Management Cloud.
• Proven experience leading greenfield or major JSM/ITSM implementations.
• Strong knowledge of ITIL (v3 or v4), particularly:
o Incident, Problem, Change, Service Request, and Configuration Management.
• Demonstrated experience designing:
o Complex workflows, request types, queues, and automation in JSM.
o SLAs/KPIs, operational and leadership dashboards, and regulatory/compliance-oriented reports.
• Experience working with cloud-native environments (e.g., AWS) and integrating monitoring/alerting tools with JSM.
• Strong stakeholder management, communication, and facilitation skills; comfortable working with both business and technical teams.
• Ability to lead and mentor a small team of JSM developers/engineers.
Preferred Qualifications
• ITIL Foundation or higher (Intermediate/Managing Professional) certification.
• Atlassian certifications (e.g., ACP-400 / ACP-420 / ACP-610 or equivalent).
• Experience in regulated environments (e.g., financial services, utilities, healthcare) with exposure to audit and compliance requirements.
• Familiarity with Confluence as a knowledge base integrated with JSM (nice to have; primary focus is JSM).
• Experience with scripting and automation (e.g., ScriptRunner, Groovy, REST APIs) is a plus.
Deliver
No. Performance Parameter Measure 1. Continuous Integration, Deployment & Monitoring 100% error free on boarding & implementation 2. CSAT Manage service tools
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Troubleshoot queries
Customer experience 3. Capability Building & Team Management % trained on new age skills, Team attrition %, Employee satisfaction score
Mandatory Skills: JIRA .
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.
Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion