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

7.5 year(s) of experience is required


Educational Qualification :15 years full time education
As Service Operations lead, you will support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement. Key Responsibility . Activities'

Major Incident Manger is responsible for leading recovery efforts and managing end-end SLA for all IT major incidents.

Leading, facilitating, and chairing recovery calls by engaging relevant support teams for investigations on all major incidents with impacts and or potential impacts foreseen for the business interruptions are restored with in SLA.

Engaging all technology supports for the recovery efforts and managing all stake holders communications effectively.

Manage collaborative efforts with the different stream of technology support teams keeping business's reported outage recovery efforts as objective and meet the business's service level agreements

Demonstrate effective servant leadership skills in Management of people, processes and resources from 3rd party vendors for resolving conflicts and move ahead on restoration efforts meeting business proposed SLAs

Accountable for quicker recovery efforts by identifying possible work around or permanent fix – which every is quicker for restoration of the reported outage.

Ensures timely communications to stake holders and up to date records for the post incident reviews facilitating root cause analysis and targeting preventive actions.

Contributes to develop and maintain tools and resources for increasing efficiency and effective recovery efforts.

Ability to build productive working relationships with others.

Ability to work under pressure both within a team environment and as an individual.

Experience in ITIL Service Management discipline in a support environment desired

Ability to identify, clarify, and resolve issues and risks, escalating as needed.

Strong oral and written communication and facilitation skills.

Effective and comprehensive client and management reporting driving quality commentary, identifying and interpreting trends and improvements.

Ensure adherence of existing and new processes and process changes for completeness
Technical Experience:
Professional & Technical Skills:A good level of knowledge in ITIL service management framework.

Understanding and knowledge of all processes and frameworks.

Understanding of external and internal stakeholders and corresponding escalation matrix.

Ability to work under pressure, with minimal direction.

Ability to work effectively in a team and manage a team.

Ability to drive and manage activities within the team and drive and manage activities across other vendors.

Excellent oral and written English communication skills.

Balancing and prioritizing own activities and those of their team to make sure critical items are addressed.

Properly documenting and follow through on progress, issues and agreements with others.

Maintaining positive and effective working relationships with peers and clients/customers.

Working with others in a positive, co-operative and helpful manner.

Identifying and addressing potential issues before they are recognized by others.

Anticipating others' reactions when responding to difficult situations and ability to cope well under pressure.

Ability to work flexible business hours including shift work.

Ability to motivate and lead diverse teams with a strong customer focus.

Strong Interpersonal skills with strong influencing and persuading skills.

Ability to work collaboratively across geographies.

Strong organizational, presentation and customer service skills.

Strong analytical skills and problem-solving ability.

Decisiveness and meticulous with attention to detail.

Extensive Client Management skills.

Ability to priorities conflicting demands effectively.

Strong analytical skills and problem-solving ability.

Experience in Technology Solution Delivery.Professional Experience:'

Good verbal and written communication skills to connect with customers at varying levels of the organization

Ability to operate independently and make decisions with little direct supervision

Should be open to work in 24/7 shifts.

Critical Incident Management experience.

Team management experience.

In-depth knowledge of Incident Management procedures.

Experience of delivery across teams and from 3rd party suppliers and vendors.

Experience of motivating and driving diverse support teams to incident resolution.

Experience of working within a Service Management framework.

Extensive Client Management skills.

Ability to priorities conflicting demands effectively.

Strong analytical skills and problem-solving ability.

Experience in Technology Solution Delivery.
Educational Qualification:Bachelor's degree (or geography equivalent)– Business or technology preferred
Additional Information (if any)


Qualifications
15 years full time education