IT Service Management Representative

Application Support Engineer

Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Infrastructure Service Management
Good to have skills : Incident Management, Problem Management, Change Management
Minimum 3 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 and support of infrastructure service management processes to maintain service availability and reliability. The individual ensures that client expectations are met while managing potential risks to the services. Daily activities include coordinating with various teams to address operational challenges and maintaining the overall health of production systems and devices to guarantee uninterrupted service delivery.

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 operational efficiency.
- Monitor service performance and proactively identify areas for improvement to enhance client satisfaction.
- Assist in documenting processes and maintaining accurate records related to infrastructure service management.
- Support junior team members by sharing knowledge and providing guidance when necessary.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Infrastructure Service Management, Incident Management, Problem Management, Change Management.
- Good To Have Skills: Experience with Incident Management, Problem Management, Change Management.
- Strong understanding of IT service lifecycle management and best practices.
- Ability to analyze and resolve infrastructure-related issues effectively.
- Familiarity with tools and platforms used for monitoring and managing IT production environments.
- Excellent communication skills to coordinate with stakeholders and technical teams.

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