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IT Service Management Representative

Accenture -
Bengaluru, Karnataka

Apply Now

Job details

Full-time

Qualifications

ITIL Certification
Incident management
IT service management
Incident response
ITIL
Events management
Communication skills

Full job description

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. 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:

Ensure standardized ITIL v3-based procedures for efficient incident handling
Minimize client service impact and identify operational improvement opportunities
Act as central communication point during Major Incidents
Handle user/client escalations trigger functional and management escalations as needed
Lead and participate in Incident Management meetings and SRT bridge calls
Monitor and drive key metrics: ticket hopping, backlog, reopen rates, and aging tickets
Promote service management best practices and process standardization
Ensure adherence to incident management processes across support teams
Track SLA compliance and generate KPIs and management reports

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 procedures.
Ability to analyze and resolve complex technical issues.
Familiarity with service monitoring tools and technologies.
Certification: ITIL V3 Foundation certified
Process Knowledge: Familiar with Problem, Change, and Event Management
Communication: Strong communication skills across all organizational levels, including senior stakeholders
Multitasking: Capable of handling high-priority and competing tasks effectively in a 24x7 environment
Work Style: Self-driven, resourceful, and effective both independently and in team settings

Additional Information:

Experience: Minimum 12 years in Critical Incident Management
Location: Bengaluru (Work from office 1 day per week)
No fixed weekends off
Rotational shifts: every 2 weeks or monthly
US holidays (No Indian Holidays)

15 years full time education

Apply Now

Refine Your Search

accenture jobs in bengaluru, karnataka

IT Service Management Representative

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