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. A typical day involves supporting the infrastructure service management lifecycle, ensuring client satisfaction, and managing risks to services. You will provide operational support to ensure that production systems and devices are 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.
- Strong understanding of IT service management frameworks such as ITIL.
- Experience with incident response and escalation processes.
- Ability to analyze and resolve complex technical issues efficiently.
- Familiarity with service monitoring tools and reporting mechanisms.

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