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, you will manage delivery for IT production systems and services. You will support the infrastructure service management lifecycle, ensuring client satisfaction and management of risk to services. Your role will involve providing operational support, ensuring production systems and devices are online and available. You will play a crucial role in maintaining the efficiency and effectiveness 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. - Ensure timely resolution of critical incidents to minimize business impact. - Coordinate with various stakeholders to ensure effective incident management. - Identify and implement process improvements to enhance incident management. - Conduct root cause analysis for major incidents and recommend preventive measures. Professional & Technical Skills: - Must To Have Skills: Proficiency in Critical Incident Management. - Strong understanding of IT service management principles and frameworks. - Experience in incident management and resolution. - Knowledge of ITIL processes and best practices. - Good To Have Skills: Experience with incident management tools such as ServiceNow. - Familiarity with problem management and change management processes. - Excellent communication and interpersonal skills. - Ability to work under pressure and prioritize tasks effectively. Additional Information: - The candidate should have a minimum of 5 years of experience in Critical Incident Management. - This position is based at our Hyderabad office. - A 15 years full time education is required.