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:

• Central Communication point for Major Incidents. Driving the efficiency and effectiveness of the incident management process
• Respond to user/client escalations and engage functional escalation and Management escalation as required
• Participate in incident management meetings, drive & initiate SRT bridges.
• Drive metrics for Hopping, backlog, reopen tickets & ageing tickets.
• Identify process improvements driving Service management best-practice and
  
  

Roles & Responsibilities:

• 24X7 Incident Management
• NO fixed weekend
• Handling P1/P2 bridge calls
• Night shifts and rotational shift – every 2 weeks / 1 month
• Good communication skills
• US holidays (No Indian Holidays)
• Shifts: 3:30 PM IST to 1 AM IST, 5PM IST to 2:30 AM IST, 9:00 PM to 6:30 AM IST
  
  

Professional & Technical Skills:

• Experience in Major Incident Management, coordinating P1/P2 incidents and driving incident bridges with cross-functional teams leadership exposure preferred.
• Hands-on experience with chronology, whiteboards, PIRs, RCAs, and incident documentation.
• Experience with ITSM tools such as ServiceNow, BMC Remedy, Ivanti, or Jira.
• Working knowledge of xMatters, VictorOps (Splunk On-Call), Everbridge, or similar notification tools.
• Experience sending incident communications to stakeholders, including leadership where applicable.
• Good understanding of ITIL Incident Management and strong stakeholder coordination skills.
  
  

Additional Information:

• 7+ years in Major Incident or similar role
• ITIL V3 Foundation certification preferred