Job Description

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