IT Service Management Representative

 About The Role  

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 3 year(s) of experience is required

Educational Qualification :BE or Btech
JOB DescriptionKey ResponsibilitiesResponsible for end-to-end Management of all IT major incidents.Leading, driving, facilitating and chairing all investigation activities, meetings and MIM bridges.Adhere to the responsibilities detailed in the Major Incident Management processForming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completedBeing accountable for resolving the outage via workaround or permanent fixManaging all priority INCs including Major Incidents related to application and Infrastructure by coordinating and engaging the stakeholders, reporting, communication and metrics.Analyse and identify possible problem sources, trend analysis in order to minimize or prevent future breaks in service. Facilitate technical troubleshooting efforts and engage additional technical support as needed, including vendor support.Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviewsSupporting and nurturing process improvements and knowledge base improvementsProviding periodic major incident metrics reports with AnalysisAged, Hopped, Reopen Incident Analysis, Proactive problem management to reduce recurring incident occurrences, Incident Audit and forecasting report to managing overall Incident Management Process.Senior level experience with MS Office, MS Team Skill managing bridges and related tools (Webex)Comfortable in communicating with senior and executive management.Solid presentation skill, preparing weekly monthly dashboard and reports.Technical ExperienceShould have basic technical knowledge for conducting initial troubleshooting on bridgesShould be able to communicate technical terms to the stake holders for major INCs.Document troubleshooting activities and resolution details to provide accurate timeline during and post the major incident management bridgeShould have a good working experience in Service Now for tickets and report preparationSenior level technical skillset experience with analysing data and preparing reports.Professional AttributesShould be flexible to support 24/7Good communication skill both Verbal and Written.Educational QualificationAny GraduateITIL 4 Foundation CertifiedAdditional knowledge on ServiceNow handling is advantage Qualification BE or Btech