IT Service Management Representative
On-siteBengaluru, Karnataka, India
Job Summary
Manage delivery for IT production systems and services, ensuring client satisfaction and managing risk to services. Provide operational support to keep production systems and devices online and available. Lead and coordinate the response to major incidents, acting as the central point of contact for all escalations. Conduct thorough investigations to determine root causes and collaborate with technical teams to analyze data for continuous improvement. Establish communication channels with stakeholders, including executives and business units, providing regular updates on resolution status and estimated time of recovery. Ensure accurate documentation of incidents, including reports and post-incident reviews. Support hours – 24*7.
Required Qualifications
- Minimum 3 year(s) of experience
- 15 years full time education
- Bachelor s degree in IT, Computer Science, or a related field
- 8–10 years of experience in Major Incident Management in an ITIL-aligned environment
- Ability to work in a 24x7 global support environment
Desired Qualifications
- Strong understanding of ITIL v4 framework with certifications preferred
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