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 : Incident Management
Good to have skills : Problem Management
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 of IT production systems and services. A typical day involves overseeing the infrastructure service management lifecycle, ensuring that client satisfaction is prioritized while effectively managing risks associated with services. You will provide operational support to guarantee that production systems and devices remain online and available, contributing to the overall efficiency and reliability of IT services. 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 service performance metrics and implement improvements as necessary. Professional & Technical Skills: - Must To Have Skills: Proficiency in Incident Management. - Good To Have Skills: Experience with Problem Management. - Strong understanding of IT service management frameworks such as ITIL. - Ability to analyze incidents and identify trends to prevent future occurrences. - Experience with ticketing systems and incident tracking tools. - Excellent communication skills to liaise with various stakeholders. Additional Information: - The candidate should have minimum 7.5 years of experience in Incident Management. - This position is based at our Gurugram office. - A 15 years full time education is required.