IT Service Management Representative

Posted:
12/11/2024, 9:57:51 PM

Location(s):
Tamil Nadu, India ⋅ Gurugram, Haryana, India ⋅ Haryana, India ⋅ Coimbatore, Tamil Nadu, India

Experience Level(s):
Expert or higher ⋅ Senior

Field(s):
IT & Security

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 : Change Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

As Service Operations lead, you will support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement. Key Responsibility . Activities '• Major Incident Manger is responsible for leading recovery efforts and managing end-end SLA for all IT major incidents. • Leading, facilitating, and chairing recovery calls by engaging relevant support teams for investigations on all major incidents with impacts and or potential impacts foreseen for the business interruptions are restored with in SLA. • Engaging all technology supports for the recovery efforts and managing all stake holders communications effectively. • Manage collaborative efforts with the different stream of technology support teams keeping business’s reported outage recovery efforts as objective and meet the business’s service level agreements • Demonstrate effective servant leadership skills in Management of people, processes and resources from 3rd party vendors for resolving conflicts and move ahead on restoration efforts meeting business proposed SLAs • Accountable for quicker recovery efforts by identifying possible work around or permanent fix – which every is quicker for restoration of the reported outage. • Ensures timely communications to stake holders and up to date records for the post incident reviews facilitating root cause analysis and targeting preventive actions. • Contributes to develop and maintain tools and resources for increasing efficiency and effective recovery efforts. • Ability to build productive working relationships with others. • Ability to work under pressure both within a team environment and as an individual. • Experience in ITIL Service Management discipline in a support environment desired • Ability to identify, clarify, and resolve issues and risks, escalating as needed. • Strong oral and written communication and facilitation skills. • Effective and comprehensive client and management reporting driving quality commentary, identifying and interpreting trends and improvements. • Ensure adherence of existing and new processes and process changes for completeness Technical Experience: Professional & Technical Skills: A good level of knowledge in ITIL service management framework. • Understanding and knowledge of all processes and frameworks. • Understanding of external and internal stakeholders and corresponding escalation matrix. • Ability to work under pressure, with minimal direction. • Ability to work effectively in a team and manage a team. • Ability to drive and manage activities within the team and drive and manage activities across other vendors. • Excellent oral and written English communication skills. • Balancing and prioritizing own activities and those of their team to make sure critical items are addressed. • Properly documenting and follow through on progress, issues and agreements with others. • Maintaining positive and effective working relationships with peers and clients/customers. • Working with others in a positive, co-operative and helpful manner. • Identifying and addressing potential issues before they are recognized by others. • Anticipating others' reactions when responding to difficult situations and ability to cope well under pressure. • Ability to work flexible business hours including shift work. • Ability to motivate and lead diverse teams with a strong customer focus. • Strong Interpersonal skills with strong influencing and persuading skills. • Ability to work collaboratively across geographies. • Strong organizational, presentation and customer service skills. • Strong analytical skills and problem-solving ability. • Decisiveness and meticulous with attention to detail.• Extensive Client Management skills. • Ability to priorities conflicting demands effectively. • Strong analytical skills and problem-solving ability. • Experience in Technology Solution Delivery. Professional Experience: '• Good verbal and written communication skills to connect with customers at varying levels of the organization • Ability to operate independently and make decisions with little direct supervision • Should be open to work in 24/7 shifts. • Critical Incident Management experience. • Team management experience. • In-depth knowledge of Incident Management procedures. • Experience of delivery across teams and from 3rd party suppliers and vendors. • Experience of motivating and driving diverse support teams to incident resolution. • Experience of working within a Service Management framework. • Extensive Client Management skills. • Ability to priorities conflicting demands effectively. • Strong analytical skills and problem-solving ability. • Experience in Technology Solution Delivery. Educational Qualification: Bachelor’s degree (or geography equivalent)– Business or technology preferred Additional Information (if any)

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com 

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Accenture

Website: https://accenture.com/

Headquarter Location: Dublin, Dublin, Ireland

Employee Count: 10001+

Year Founded: 1989

IPO Status: Public

Last Funding Type: Grant

Industries: Business Information Systems ⋅ Construction ⋅ Consulting ⋅ Information Services ⋅ Information Technology ⋅ Infrastructure ⋅ Management Consulting ⋅ Outsourcing