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 service availability and reliability. The individual ensures that production systems and devices remain operational and accessible, while actively managing risks associated with service delivery. Collaboration with various teams and stakeholders is a key part of the daily routine to uphold client satisfaction and address any operational challenges promptly and effectively.
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.
- Lead efforts to identify and mitigate risks impacting IT service continuity.
- Facilitate communication and coordination between technical teams and business units to ensure alignment of service objectives.
- Support junior team members by providing guidance and fostering a collaborative environment.
Professional & Technical Skills:
- Must To Have Skills: Proficiency in Critical Incident Management.
- Strong problem-solving abilities with a focus on incident resolution and service restoration.
- Experience in coordinating cross-functional teams during high-pressure situations to minimize downtime.
- Knowledge of IT service management frameworks and best practices related to incident and problem management.
- Ability to analyze incident trends and implement preventive measures to improve service reliability.
- Excellent communication skills to effectively liaise with technical teams and stakeholders.
Additional Information:
- The candidate should have minimum 5 years of experience in Critical Incident Management.
- This position is based at our Gurugram office.
- A 15 years full time education is required.
