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 : Critical Incident Management
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 operation of IT production systems and services. This role requires continuous monitoring to ensure that infrastructure services remain available and reliable. The individual supports the entire lifecycle of service management, addressing any operational challenges promptly to maintain client satisfaction and mitigate risks associated with service disruptions. Collaboration with various teams to coordinate activities and ensure seamless service delivery is a key aspect of the daily routine.

Roles & Responsibilities:
- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Lead efforts to improve service delivery processes and enhance operational efficiency.
- Facilitate communication between technical teams and stakeholders to ensure alignment on service objectives.
- Mentor junior team members to support their professional growth and development.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Critical Incident Management.
- Strong analytical skills to assess and resolve complex incidents effectively.
- Experience in coordinating cross-functional teams during incident resolution.
- Ability to manage risk and ensure compliance with service level agreements.
- Excellent communication skills to interact with diverse teams and clients.
- Capability to document and report incident trends and service performance metrics.

Additional Information:
- The candidate should have minimum 8 years of experience in Critical Incident Management.
- This position is based at our BDC7C - SEZ office.
- A 15 years full time education is required.