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 Good to have skills NA Minimum 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 Your typical day will involve supporting the infrastructure service management lifecycle ensuring that client satisfaction is prioritized while effectively managing risks associated with services You will provide operational support to ensure that production systems and devices remain online and available contributing to the overall efficiency and reliability of IT services Roles Responsibilities - - Ensure standardized ITIL v3-based procedures for efficient incident handling - Minimize client service impact and identify operational improvement opportunities - Act as central communication point during Major Incidents - Handle user client escalations trigger functional and management escalations as needed - Lead and participate in Incident Management meetings and SRT bridge calls - Monitor and drive key metrics ticket hopping backlog reopen rates and aging tickets - Promote service management best practices and process standardization - Ensure adherence to incident management processes across support teams - Track SLA compliance and generate KPIs and management reports Professional Technical Skills - Must To Have Skills Proficiency in Critical Incident Management - Strong understanding of IT service management frameworks such as ITIL - Experience with incident response and escalation procedures - Ability to analyze and resolve complex technical issues - Familiarity with service monitoring tools and technologies - Certification ITIL V3 Foundation certified - Process Knowledge Familiar with Problem Change and Event Management - Communication Robust communication skills across all organizational levels including senior stakeholders - Multitasking Capable of handling high-priority and competing tasks effectively in a 24x7 environment - Work Style Self-driven resourceful and effective both independently and in team settings Additional Information - The candidate should have minimum 5 years of experience in Critical Incident Management - This position is based at our Bengaluru office Work from office 1 day week - No fixed weekends off - Rotational shifts every 2 weeks or monthly - US holidays No Indian Holidays 15 years full time education

📌 It Service Management Representative (Karnataka)
🏢 Accenture
📍 Karnataka