Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner
Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting.
Must have skills : Service Management Framework Design and Implementation
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: We are seeking a dedicated Service Management Specialist to join our dynamic team. This role is pivotal in ensuring the effective delivery and management of IT services to meet the needs of our organization and its customers. The ideal candidate will have a strong background in IT service management practices, excellent communication skills, and a proactive approach to improving service delivery processes. Roles & Responsibilities: Develop, implement, and maintain IT service management frameworks and processes based on industry best practices (e.g., ITIL). Collaborate with cross-functional teams to define service level agreements (SLAs), key performance indicators (KPIs), and operational metrics to measure service performance. Monitor and analyze service delivery performance against SLAs and KPIs, identifying areas for improvement and implementing corrective actions. Coordinate incident, problem, and change management processes to ensure timely resolution of issues and minimize service disruptions. Act as a liaison between IT teams, stakeholders, and customers to ensure alignment of service delivery with business objectives and priorities. Lead service improvement initiatives to enhance service quality, efficiency, and customer satisfaction. Conduct regular service reviews and meetings with stakeholders to communicate service performance, discuss issues, and gather feedback. Manage relationships with third-party service providers and vendors to ensure adherence to contractual agreements and service levels. Professional & Technical Skills: Proven experience in IT service management, including knowledge of ITIL frameworks, service desk operations, and service level management. Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment. Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization. Experience with IT service management tools and systems (e.g., ServiceNow, BMC Remedy, JIRA Service Desk). Familiarity with DevOps practices and tools. Experience in incident management, problem management, and change management processes. Additional Information: The candidate should have a minimum of 7.5 years of experience in IT Service Management. A 15-year full time education is required.