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 : Incident Management
Good to have skills : NA
Minimum 12 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary We are seeking a senior Major Incident Manager (7–10 years) to lead high-impact incident resolution in a 24×7 enterprise IT environment. The candidate will manage escalations, drive Continual Service Improvement (CSI), enforce governance, implement automation, and integrate Problem & Change Management to improve service quality and reduce recurring incidents. Location: Bengaluru / Gurugram Experience: 7–10 years Employment Type: Full-time Department: Service Assurance Reporting Structure: Reports to Service Assurance Manager / Head of Operations Key Responsibilities • Own end-to-end major incident lifecycle: detection, triage, resolution, and post-incident review. • Lead war rooms and bridge calls, coordinating cross-functional teams and vendors. • Manage high-risk escalations and communicate effectively to leadership and business stakeholders. • Drive Continual Service Improvement (CSI) initiatives to reduce recurring incidents, incident volume, and MTTR. • Ensure governance compliance in incident management and proper linkage with Problem & Change processes. • Identify automation opportunities for alerts, notifications, and reporting to improve operational efficiency. • Track, analyze, and report incident trends, SLA compliance, and quality metrics. Professional and Technical Skills • Expert in Major Incident, Problem, and Change Management aligned with ITIL best practices. • Experience with ServiceNow ITSM modules (Incident, Problem, Change). • Strong stakeholder communication, leadership, and decision-making under high pressure. • Proficiency in Power BI / Excel for reporting, dashboards, and trend analysis. • Certifications: ITIL® v4 Foundation (Mandatory); ITIL Intermediate / Managing Professional (Preferred) Additional Information • Exposure to 24×7 global operations. • Experience leading automation and process improvement initiatives. • Strong focus on SLA adherence, backlog reduction, and quality improvement.