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 : Infrastructure Service Management

Good to have skills : NA

Minimum 3 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

Support hours – 24*7

The Major Incident Manager is responsible for leading and coordinating the response to major incidents. This role involves overseeing the incident resolution process, communicating with stakeholders, and driving efforts to restore services to normalcy as quickly as possible.

Key Responsibilities:

Lead and coordinate the response to major incidents, ensuring timely engagement of appropriate technical teams and resources.

Act as the central point of contact and escalation for all major incidents, providing clear guidance and direction to resolve the issue.

Conduct thorough investigations to determine the root cause and impact of major incidents.

Collaborate with technical teams to analyze incident data and trends for continuous improvement and prevention.

Establish and maintain effective communication channels with stakeholders, including executives, business units, and affected end-users.

Provide regular updates on the status of incident resolution efforts and estimated time of recovery.

Ensure accurate and detailed documentation of major incidents, including incident reports, post-incident reviews, and lessons learned.

Generate and distribute incident reports to relevant parties, highlighting key findings and recommendations.

Support hours - 24*7.

Qualifications and Experience:

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.

Strong understanding of ITIL v4 framework with certifications preferred.

Experience in managing high-pressure incident bridges, coordinating multiple technical teams, and stakeholder communication.

Strong analytical, decision-making, and communication skills.

Ability to work in a 24x7 global support environment.