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 5 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 high levels of client satisfaction. The individual ensures that production systems and devices remain operational and accessible, while managing risks associated with service delivery. Collaboration with various teams to address operational challenges and maintain service continuity is a key aspect of daily activities, contributing to the overall stability 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.
• Coordinate with stakeholders to ensure alignment of service delivery with business objectives.
• Monitor service performance and implement improvements to enhance operational efficiency.
• Facilitate communication between technical teams and management to support informed decision-making.
  
  

Professional & Technical Skills:

• Must To Have Skills: Proficiency in Critical Incident Management.
• Strong problem-solving abilities to quickly identify and resolve incidents impacting IT services.
• Experience in coordinating cross-functional teams during high-pressure situations to restore service availability.
• Ability to analyze incident trends and implement preventive measures to reduce recurrence.
• Familiarity with IT service management frameworks and best practices to support lifecycle management.
• Excellent communication skills to effectively liaise with technical teams, management, and clients.
  
  

Additional Information:

• The candidate should have minimum 5 years of experience in Critical Incident Management.
• This position is based at our Bengaluru office.
• A 15 years full time education is required.