IT Customer Service Representative

Project Role : IT Customer Service Representative
Project Role Description : Manage delivery for IT production systems and services. Drive incident, issue and outage management, investigation and restoration.
Must have skills : Identity Access Management (IAM)
Good to have skills : Python (Programming Language)
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: As an IT Customer Service Representative, you will manage delivery for IT production systems and services. You will drive incident, issue, and outage management, investigation, and restoration. Your typical day will involve ensuring the smooth operation of IT systems and promptly resolving any technical issues that arise. You will collaborate with various teams to provide effective solutions and contribute to key decisions. 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 - Ensure timely resolution of IT system issues - Manage incident, issue, and outage management - Investigate and restore IT services - Collaborate with cross-functional teams - Contribute to key decisions - Provide technical support to end-users - Ensure the smooth operation of IT systems - Identify and resolve technical issues - Document and communicate solutions - Maintain knowledge base and documentation - Train and support team members Professional & Technical Skills: - Must To Have Skills: Proficiency in Identity Access Management (IAM) - Good To Have Skills: Experience with Python (Programming Language) - Develop and maintain automation scripts and workflows for user lifecycle management using PowerShell and other scripting languages. -Integrate IAM processes with platforms such as Microsoft Entra (Azure AD), Okta, LDAP, and Linux. -Administer and configure IAM systems (Microsoft Entra, Okta, LDAP) to support automated processes. -Build and maintain connectors and APIs for integration with business applications and ServiceNow. -Monitor automated processes to ensure they run smoothly and address any issues or failures promptly. -Conduct root cause analyses and implement corrective actions to enhance process efficiency and reliability. -Proficiency in IAM platforms: Microsoft Entra (Azure AD), Okta, LDAP, and Linux administration. -Strong experience in Python scripting. - Strong understanding of IT production systems - Knowledge of incident, issue, and outage management - Familiarity with IT service restoration processes - Ability to collaborate with cross-functional teams - Excellent problem-solving and decision-making skills - Effective communication and documentation skills Additional Information: - The candidate should have a minimum of 5 years of experience in Identity Access Management (IAM) - This position is based at our Bengaluru office - A 15 years full-time education is required