Tech Lead - ITSM

Location: Bangalore

Time Type: Full time

Job Description

ZEISS in India

ZEISS in India is headquartered in Bengaluru and present in the fields of Industrial Quality Solutions, Research Microscopy Solutions, Medical Technology, Vision Care and Sports & Cine Optics.

ZEISS India has 3 production facilities, R&D center, Global IT services and about 40 Sales & Service offices in almost all Tier I and Tier II cities in India. With 2200+ employees and continued investments over 25 years in India, ZEISS’ success story in India is continuing at a rapid pace. 

Further information at ZEISS India.

Job Purpose

Welcome to ZEISS – a company that combines innovation and responsibility!
You will play an important role in contributing to the success of digital transformation at ZEISS, with a vision of bringing people, processes, and data together, reliably and easily, to enable all ZEISS employees to work efficiently on one platform. The Team is responsible for operating and customizing/developing Enterprise Service Management and custom applications on the platform.

Role Overview

We are looking for an experienced ITSM Technology Lead who can work closely on ITSM Development and Architecture requirements and design, develop, implement, and continuously improve enterprise IT Service Management solutions on the platform.

The role combines solution architecture, hands-on development, technical leadership, and ITSM process expertise. The ideal candidate will work closely with Product Owners, Process Owners, business stakeholders, architects, and development teams to deliver scalable, secure, and maintainable solutions aligned with the organization's IT strategy.

Key Responsibilities

Architecture & Solution Design

• Define end-to-end ITSM solution architecture and technical design.
• Translate business and ITSM requirements into scalable solutions.
• Establish technical standards, development guidelines, and architectural patterns.
• Ensure solutions align with best practices, platform capabilities, and enterprise architecture.
• Participate in architecture and design reviews.
• Identify opportunities to reduce customization and improve platform maintainability.
• Support integration architecture across and enterprise applications.

ITSM Development

• Develop and maintain business rules, client scripts, UI policies, UI actions, Script Includes, Flow Designer workflows, notifications, and integrations.
• Develop reusable components and automation to improve operational efficiency.
• Perform code reviews and ensure development follows platform standards.
• Troubleshoot complex technical and production issues.
• Design and implement integrations between and external systems.
• Work with REST/SOAP APIs, IntegrationHub, MID Server, and other integration technologies.

Technical Leadership

• Provide technical leadership to developers and implementation teams.
• Mentor developers and conduct technical knowledge-sharing sessions.
• Review technical designs, code, and implementation approaches.
• Support estimation, planning, sprint execution, and release activities.
• Act as the technical point of contact for ITSM initiatives.

Platform Governance

• Ensure adherence to upgrade-safe development practices.
• Minimize unnecessary customizations.
• Establish standards for scripting, workflows, integrations, security, and performance.
• Support upgrades, releases, health checks, and technical debt reduction.
• Monitor platform performance and proactively identify technical risks.

Education & Work Experience

• Completed degree in computer science, business informatics, engineering, or a comparable qualification.
• Extensive professional experience as a Solution Architect, Application Specialist in a global enterprise environment.
• Proven experience in designing, implementing, and operating solutions, ideally including AI-enabled capabilities.
• Strong experience in implementation projects, stakeholder management, and integration of external systems.
• Experience in agile or hybrid delivery models, with strong teamwork, ownership, and result orientation.
• development or full-stack development knowledge is advantageous.

Required Skills & Expertise

• 7+ years of experience, preferably with significant ITSM implementation experience.
• Strong experience in architecture and hands-on development.
• Strong knowledge of ITIL and ITSM processes.
• Experience with integrations, APIs, enterprise data sources, knowledge management.
• Ability to translate business requirements into scalable, secure, maintainable, and standard-oriented solutions.
• Strong communication, consulting, analytical thinking, and stakeholder management skills.

Preferred Certifications

• Certified System Administrator (CSA)
• Certified Implementation Specialist – ITSM
• Certified Application Developer (CAD)
• Certified Technical Architect (CTA) — desirable for senior architecture roles
• ITIL 4 Foundation or higher
• Relevant CSDM/CMDB certifications or training

Your ZEISS Recruiting Team:

Saptarshi Chowdhury