IT Service Management Representative

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 : Enterprise Network Operations
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 Service Management Representative, a typical day involves overseeing the delivery and smooth functioning of IT production systems and services. This role requires continuous monitoring and support of infrastructure service management processes to maintain high levels of client satisfaction. The individual ensures that production systems and devices remain operational and accessible, while proactively managing risks associated with service delivery. Collaboration with various teams to coordinate activities and address any service disruptions is a key part of the daily routine, ensuring seamless IT operations and service continuity.

Key Responsibilities
The Network SME experienced in on-prem and cloud Hybrid networking infrastructure for implementing and troubleshooting the Network and cloud Infrastructure especially Microsoft Azure & Cisco.
10-12 years of relevant experience in networking domain in implementation, troubleshooting, monitoring, management of on-Prem and Cloud IAAS including routing , Azure networking, load balancer and various network monitoring tools.
Must have strong hands-on experience in on-prem Datacenter and Enterprise technologies.
Design and implement secure, scalable, and highly available network architectures in Azure and OnPrem Datacenters using GTM, LTM, DNS, OSPF, BGP, SDWAN solutions. DMVPN, Cisco Wireless, Cisco ISE and ACI
Lead communication with customers, leadership on critical business issues and enhancements
Lead end-to-end network design projects, including virtual networks (VNets), subnets, NSGs, UDRs, Azure Firewall, Application Gateway, ExpressRoute, and VPNs.
Should be able to play the SME/L3 role to resolve complex network issues
Able to contribute in SRE programs by automating day-to-day tasks using powershell/python/Claude
Provide technical leadership, mentorship, and guidance to network and cloud engineers.
Should have understanding of ITIL run model.

Technical Experience
Experienced in Azure public cloud network technologies like VPN, Azure Express route, VNETs, NSGs
Strong knowledge of Enterprise and Datacenter technologies like ACI, SDWAN, F5 GTM, LTM, OSPF, BGP. DNS and monitoring tools like Solarwinds is desirable.
Strong BGP Routing and switching, VPN Technologies skills with very strong hold of - Cisco 9k, ASRs, F5s, DMVPN / Viptela SDWAN, Cisco Wireless, Cisco ISE and ACI
Strong knowledge of design & Operations best practices in on-prem and hybrid environment.
Devops skillset is strongly desired.

Professional Attributes
A process-oriented individual, with strong interpersonal skills, who has the flexibility to thrive in a fast-paced, dynamic organization.
Able to lead the discussion and front end during the complex discussion.
Must be able to work a flexible schedule, including overtime and after hours.

Additional Information:
- The candidate should have minimum 7.5 years of experience in Enterprise Network Operations.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.