IT Service Management Representative

Accenture; Gurugram District; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

Accenture is seeking an IT Service Management Representative to manage the delivery for IT production systems and services based at our Gurugram office. The role involves supporting infrastructure service management, ensuring client satisfaction, and providing operational support to keep systems online and available.

Ideal candidates will have a minimum of 7.5 years experience in Critical Incident Management, be proficient in ITIL frameworks, and possess strong technical problem-solving skills.

Qualifications

• Minimum of 7.5 years of experience in Critical Incident Management.
• Proficiency in IT service management frameworks such as ITIL.
• Strong ability to analyze and resolve complex technical issues efficiently.

Responsibilities

• Manage delivery for IT production systems and services.
• Support the infrastructure service management lifecycle.
• Provide operational support ensuring availability of systems.

Skills

Critical Incident Management

ITIL knowledge

Technical issue resolution

Education

15 years full time education

Tools

Service monitoring tools

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

Experience: Minimum 7.5 year(s) of experience is required

Educational Qualification: 15 years full time education

Summary: As an IT Service Management Representative, you will manage the delivery for IT production systems and services. A typical day involves supporting the infrastructure service management lifecycle, ensuring client satisfaction, and managing risks to services. You will provide operational support to ensure that production systems and devices are online and available, contributing to the overall efficiency and effectiveness of IT operations.

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.
• Facilitate training and knowledge sharing sessions to enhance team capabilities.
• Monitor and analyze service performance metrics to identify areas for improvement.

Professional & Technical Skills:

• Proficiency in Critical Incident Management.
• Strong understanding of IT service management frameworks such as ITIL.
• Experience with incident response and escalation processes.
• Ability to analyze and resolve complex technical issues efficiently.
• Familiarity with service monitoring tools and reporting mechanisms.
• The candidate should have minimum 7.5 years of experience in Critical Incident Management.
• This position is based at our Gurugram office.
• 15 years full time education is required.