IT Customer Service Representative

Project Role :IT Customer Service Representative


Project Role Description :Manage delivery for IT production systems and services. Drive incident, issue and outage management, investigation and restoration.

Must have skills :Identity Access Management (IAM)


Good to have skills :Python (Programming Language)
Minimum
5 year(s) of experience is required


Educational Qualification :15 years full time education

Summary:As an IT Customer Service Representative, you will manage delivery for IT production systems and services. You will drive incident, issue, and outage management, investigation, and restoration. Your typical day will involve ensuring the smooth operation of IT systems and promptly resolving any technical issues that arise. You will collaborate with various teams to provide effective solutions and contribute to key decisions.
Roles & Responsibilities:

Expected to be an SME

Collaborate and manage the team to perform

Responsible for team decisions

Engage with multiple teams and contribute on key decisions

Provide solutions to problems for their immediate team and across multiple teams

Ensure timely resolution of IT system issues

Manage incident, issue, and outage management

Investigate and restore IT services

Collaborate with cross-functional teams

Contribute to key decisions

Provide technical support to end-users

Ensure the smooth operation of IT systems

Identify and resolve technical issues

Document and communicate solutions

Maintain knowledge base and documentation

Train and support team members
Professional & Technical Skills:

Must To Have Skills:Proficiency in Identity Access Management (IAM)

Good To Have Skills:Experience with Python (Programming Language)

Develop and maintain automation scripts and workflows for user lifecycle management using PowerShell and other scripting languages. -Integrate IAM processes with platforms such as Microsoft Entra (Azure AD), Okta, LDAP, and Linux. -Administer and configure IAM systems (Microsoft Entra, Okta, LDAP) to support automated processes. -Build and maintain connectors and APIs for integration with business applications and ServiceNow. -Monitor automated processes to ensure they run smoothly and address any issues or failures promptly. -Conduct root cause analyses and implement corrective actions to enhance process efficiency and reliability. -Proficiency in IAM platforms:Microsoft Entra (Azure AD), Okta, LDAP, and Linux administration. -Strong experience in Python scripting.

Strong understanding of IT production systems

Knowledge of incident, issue, and outage management

Familiarity with IT service restoration processes

Ability to collaborate with cross-functional teams

Excellent problem-solving and decision-making skills

Effective communication and documentation skills
Additional Information:

The candidate should have a minimum of 5 years of experience in Identity Access Management (IAM)

This position is based at our Bengaluru office

A 15 years full-time education is required

 
Qualifications 
15 years full time education