IT Service Management Representative

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 : Infor WFM Workbrain
Good to have skills : Oracle HCM Cloud Payroll
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As an IT Service Management Representative, a typical day involves overseeing the delivery and smooth operation of IT production systems and services. This role requires continuous monitoring and support of infrastructure service management processes to maintain high levels of client satisfaction. The position focuses on managing risks associated with IT services while ensuring that all production systems and devices remain operational and accessible. Collaboration with various teams to address service issues and maintain service quality is a key aspect of daily activities, contributing to the overall stability and reliability of IT services.

Roles & Responsibilities:
- Expected to perform independently and become an SME.
- Required active participation/contribution in team discussions.
- Contribute in providing solutions to work related problems.
- Monitor and manage the availability and performance of production IT systems to ensure uninterrupted service delivery.
- Collaborate with cross-functional teams to identify and resolve incidents and service requests promptly.
- Document and communicate service management processes and updates to relevant stakeholders.
- Assist in risk assessment and mitigation activities related to IT service operations.
- Support junior team members by sharing knowledge and providing guidance on service management practices.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Infor WFM Workbrain.
- Good To Have Skills: Experience with Oracle HCM Cloud Payroll.
- Strong understanding of IT service management principles and best practices.
- Experience in monitoring and supporting production IT environments to ensure system availability.
- Ability to analyze and troubleshoot issues related to IT infrastructure and services.
- Familiarity with service lifecycle management and risk management in IT operations.

Additional Information:
- The candidate should have minimum 3 years of experience in Infor WFM Workbrain.
- This position is based at our PDC2C - SEZ location.
- A 15 years full time education is required.