Job Description

Project Role :

Infra Tech Support Practitioner

Project Role Description :

Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting.

Must have skills :

Infrastructure Service Management

Good to have skills :

NA

Minimum

5

year(s) of experience is required

Educational Qualification :

15 years full time education



ob Summary: We are looking for an experienced IT Service Management (ITSM) professional to lead and manage service delivery, incident and change management, and continuous improvement across infrastructure and application support environments. The role will require coordination with global stakeholders, adherence to ITIL best practices, and ensuring SLAs and KPIs are consistently met. Shape Key Responsibilities: Manage day-to-day ITSM activities, including Incident, Problem, Change, and Request Management using tools such as ServiceNow. Ensure effective delivery of IT services in accordance with defined SLAs and OLAs. Perform root cause analysis (RCA) and drive continuous service improvement (CSI) initiatives. Coordinate change advisory board (CAB) meetings and ensure proper risk and impact assessments are conducted for changes. Lead or support major incident management (MIM) calls and drive resolution across teams. Collaborate with internal teams, clients, and third-party vendors to resolve complex service issues. Monitor performance metrics and generate weekly/monthly service reports. Ensure compliance with ITIL, audit, and security policies. Identify automation and process improvement opportunities within service operations. Support transition and transformation of new services into steady state. Participate in client and stakeholder governance meetings. Shape Required Qualifications: Bachelor's degree in Computer Science, IT, or a related field. Experience in ITSM roles. ( L 10: - 3- 6 years, L 11: - 2- 4 years) Experience with ServiceNow dashboards and reporting for tracking SLAs, performance metrics, and ticket analytics. Strong knowledge and hands-on experience with ServiceNow, Remedy, or similar ITSM platforms. ITIL v3 or v4 Foundation (Intermediate or Expert is a plus). Experience in incident triage, service health monitoring, and escalation management. Proficient in working with global teams and across time zones. Shape Preferred Skills: Exposure to, Monitoring tools, or SLA dashboards. Experience with automation tools and scripting (e.g., PowerShell, Python) is an advantage. Strong communication, stakeholder management, and documentation skills.




15 years full time education