CTO Governance

Job Title : CTO GovernanceExperience : 6 to 9 YearsLocation : MumbaiRoles & Responsibilities

• Govern IT service management processes, ensuring compliance with established policies, standards, and operational procedures.
• Oversee change management processes to ensure proper approvals, risk assessments, documentation, and implementation.
• Monitor access management and security governance to ensure adherence to access control policies.
• Drive problem management, root cause analysis, and preventive action tracking.
• Improve incident management processes, service quality, and resolution efficiency.
• Analyze support tickets to identify recurring issues, process gaps, and opportunities for optimization.
• Optimize infrastructure monitoring, event management, and alerting processes.
• Drive operational excellence through process automation and continuous improvement initiatives.
• Support ITSM tool implementation, service management enhancements, and vendor relationship management.
• Lead service review meetings, prepare executive-level dashboards, and track key performance indicators.
• Drive action-item closure and accountability across teams and senior stakeholders.
• Collaborate with global teams to ensure consistent IT governance and service delivery.

Requisites

• Strong experience in IT Infrastructure and/or IT Service Management (ITSM).
• Proven experience in ITSM process implementation, governance, and service improvement.
• Good understanding of ITIL principles and change, incident, and problem management.
• Hands-on experience with ServiceNow or similar ITSM platforms.
• Knowledge of infrastructure monitoring, event management, access management, and security governance.
• Experience working with global, distributed teams; financial services or regulated industry exposure is preferred.
• Excellent written and verbal English communication skills.
• Strong presentation, reporting, dashboard creation, and analytical skills.
• Ability to influence senior stakeholders, drive accountability, and manage multiple priorities independently.
• Strong attention to detail and cultural awareness when working with international teams.