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, 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 high levels of client satisfaction. The individual ensures that production systems and devices remain operational and accessible, while proactively managing risks associated with service delivery. Collaboration with various teams and stakeholders is a key part of the daily routine to address any issues and maintain service continuity.

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.
• Coordinate with cross-functional teams to ensure alignment of service management objectives.
• Monitor service performance and implement improvements to enhance operational efficiency.
• Support junior team members by providing guidance and facilitating knowledge sharing.
  
  

Professional & Technical Skills:

• Must To Have Skills: Proficiency in Critical Incident Management.
• Strong analytical skills to assess and resolve complex incidents effectively.
• Excellent communication skills to liaise with technical teams and stakeholders.
• Ability to prioritize tasks and manage multiple incidents simultaneously under pressure.
• Experience with incident tracking and reporting tools to maintain accurate records.
• Capability to implement risk mitigation strategies within IT service operations.
  
  

Additional Information:

• The candidate should have minimum 5 years of experience in Critical Incident Management.
• This position is based at our BDC7A - SEZ location.
• A 15 years full time education is required.