Role: Technical Specialist – Cloud & Infra – 4C.

Service Management Job Description:

Positions typically require 2-6 years of experience in a service management & ITSM-related role, such as customer service representative or technician.

Key Responsibilities:
- Managing the Incident Management Process.
- Solid communication skills demonstrated by facilitating high severity incidents technical bridge call.
- Responding to a reported service incident, identifying the team members required to attend the troubleshooting call and follow the Incident management process.
- Act as a primary point of contact for incident escalations, coordinating and directing resources to address critical incidents promptly.
- Ability to lead Crisis and Conflict management.
- Maintain SLA during the management of the incident.
- Capturing the lesson learned to help improve the incident response process.
- To make sure Critical incidents are addressed within SLA response and communication are sent out for such incidents in defined timeline.




- Performing audits on ticket quality and handling escalated cases.
- Provide information about incident analysis. Measure, monitor and work to drive down incident levels.
- Ensure that misdirected incidents are being managed properly in a timely manner.
- Establish strong relationships with internal and external stakeholders.
- During the Major incident you will be responsible for communicating relevant information to the correct stakeholders.
- Follow up on all major incidents and assure that root cause is being analysed and resolved.
- Strategic improvement initiates, optimizing processes.
- Knowledge on industry's best practice framework, process and tool knowledge.
- Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.
- Support the design, development, delivery and management of communications.
- Conduct impact analyses, assess change readiness and identify key st

📌 ITSM_Vishwa (Noida)
🏢 TalentOla
📍 Noida