Application Support Engineer

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 12 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:
- 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.
- Facilitate training and knowledge sharing sessions to enhance team capabilities.
- Monitor and analyze service performance metrics to identify areas for improvement.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Critical Incident Management.
- Good To Have Skills: Experience with ITIL framework and service management tools.
- Strong analytical skills to assess incidents and identify root causes.
- Ability to communicate effectively with technical and non-technical stakeholders.
- Experience in developing and implementing incident management processes.

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