IT Service Management Representative

Project Role : IT Service Management Representative

Project Role Description : Manage delivery for IT production systems and services. Support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Provide operational support, ensuring production systems and devices are online and available.

Must have skills : Critical Incident Management

Good to have skills : NA

Minimum 3 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

As an IT Service Management Representative, a typical day involves overseeing the delivery and smooth operation of IT production systems and services. This role requires continuous monitoring and support of infrastructure service management processes to maintain service availability and reliability. The individual ensures that production systems and devices remain operational, addressing any issues promptly to minimize disruptions. Collaboration with various teams and stakeholders is essential to manage risks effectively and uphold client satisfaction throughout the service lifecycle. The role demands a proactive approach to maintaining service continuity and operational excellence.

Roles & Responsibilities:

• Expected to perform independently and become an SME.
• Required active participation/contribution in team discussions.
• Contribute in providing solutions to work related problems.
• Coordinate with cross-functional teams to ensure seamless service delivery and incident resolution.
• Monitor service performance and escalate issues as necessary to maintain service levels.
• Document and communicate incident reports and service status updates to relevant stakeholders.
• Assist in the continuous improvement of service management processes and workflows.
  
  
  

• Must To Have Skills: Proficiency in Critical Incident Management.
• Strong analytical and problem-solving abilities to effectively manage and resolve incidents.
• Excellent communication skills to interact with technical teams and clients clearly and professionally.
• Ability to work under pressure and manage multiple incidents simultaneously while maintaining attention to detail.
• Familiarity with IT service management frameworks and best practices to support infrastructure lifecycle management.
  
  
  

• The candidate should have minimum 3 years of experience in Critical Incident Management.
• This position is based at our Bengaluru office.
• A 15 years full time education is required.