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, you will manage the delivery for IT production systems and services. Your typical day will involve supporting the infrastructure service management lifecycle, ensuring client satisfaction, and managing risks associated with services. You will provide operational support to ensure that production systems and devices are consistently online and available, contributing to the overall efficiency and effectiveness of IT operations.

Roles & Responsibilities:
- Ensure standardized ITIL v3-based procedures for efficient incident handling
- Minimize client service impact and identify operational improvement opportunities
- Act as central communication point during Major Incidents
- Handle user/client escalations trigger functional and management escalations as needed
- Lead and participate in Incident Management meetings and SRT bridge calls
- Monitor and drive key metrics: ticket hopping, backlog, reopen rates, and aging tickets
- Promote service management best practices and process standardization
- Ensure adherence to incident management processes across support teams
- Track SLA compliance and generate KPIs and management reports

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Critical Incident Management.
- Strong understanding of IT service management frameworks such as ITIL.
- Experience with incident response and escalation procedures.
- Ability to analyze and resolve complex technical issues.
- Familiarity with service monitoring tools and technologies.
- Certification: ITIL V3 Foundation certified
- Process Knowledge: Familiar with Problem, Change, and Event Management
- Communication: Strong communication skills across all organizational levels, including senior stakeholders
- Multitasking: Capable of handling high-priority and competing tasks effectively in a 24x7 environment
- Work Style: Self-driven, resourceful, and effective both independently and in team settings

Additional Information:
- Experience: Minimum 12 years in Critical Incident Management
- Location: Bengaluru (Work from office 1 day per week)
- No fixed weekends off
- Rotational shifts: every 2 weeks or monthly
- US holidays (No Indian Holidays)