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 : Microsoft Active Directory
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary The Team Lead / Tower Security Lead is responsible for managing the Directory Management application and its infrastructure. This role involves leading a technical team, ensuring service delivery within defined SLAs, driving continuous improvements, and acting as a subject matter expert in Active Directory and related technologies. The position requires hands-on technical expertise, leadership capabilities, and coordination with cross-functional teams and vendors. Roles & Responsibilities • Lead and manage the Directory Management team and ensure delivery of agreed scope. • Administer and support directory services including incident resolution and problem analysis. • Monitor infrastructure health and respond to outages per SLA. • Generate audit and service level reports; maintain incident documentation. • Implement enhancements and integrate new applications. • Manage data replication, backup/restore, and disaster recovery procedures. • Conduct training, knowledge transfers, and maintain technical documentation. • Participate in Change Control Board meetings and validate change requests. • Maintain directory schema, password policies, and perform impact analysis of releases. • Liaise with vendors and represent the team for technical issues. • Lead implementations and provide strategic directions to the team. Professional & Technical Skills • Expertise in Microsoft AD. • Strong problem diagnosis and root cause analysis skills. • Experience in designing directory topology, schema, and security elements. • Experience in IAM (Identity & Access Management), authentication, and provisioning. • Understanding of monitoring tools and service management metrics. • Strong communication and documentation skills. • Experience working with global remote teams. • Certifications (Preferred): Vendor certifications in Directory Management, TIL or equivalent, and Certifications in Identity & Access Management tools Additional Information • Experience: Minimum 6 years in directory services.