IT Customer Service Representative

IT Customer Service Representative

Project Role : IT Customer Service Representative
Project Role Description : Manage delivery for IT production systems and services. Drive incident, issue and outage management, investigation and restoration.
Must have skills : PySpark
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an IT Customer Service Representative, a typical day involves overseeing the smooth delivery of IT production systems and services. This role requires managing incidents, issues, and outages by investigating their root causes and ensuring timely restoration of services. The position demands continuous monitoring and coordination with various teams to maintain system stability and support business operations effectively. The role is dynamic, requiring adaptability to handle unexpected challenges and maintain communication with stakeholders to provide updates and resolutions.

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.
- Collaborate with cross-functional teams to ensure seamless service delivery and incident resolution.
- Document and communicate incident reports and service restoration activities clearly to relevant stakeholders.
- Assist in identifying process improvements to enhance operational efficiency and reduce incident recurrence.
- Support junior team members by sharing knowledge and providing guidance when necessary.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in PySpark.
- Experience in handling large-scale data processing and transformation using PySpark.
- Strong problem-solving skills with the ability to analyze and troubleshoot production system issues.
- Familiarity with incident management frameworks and IT service management principles.
- Ability to work effectively in a fast-paced environment while managing multiple priorities.
- Good communication skills to interact with technical teams and non-technical stakeholders.

Additional Information:
- The candidate should have minimum 3 years of experience in PySpark.
- This position is based at our Coimbatore office.
- A 15 years full time education is required.