IT Service Management Representative

IT Service Management Representative

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 12 years of experience is required Educational Qualification: 15 years full time education

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: Strong 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:

• Experience: Minimum 12 years in Critical Incident Management
• Location: Bengaluru (Work from office 1 day per week)
• No fixed weekends off
• Rotational shifts: every 2 weeks or monthly
• US holidays (No Indian Holidays)
• 15 years full time education

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other. We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work. At Accenture, we see well-being holistically, supporting our people's physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We're proud to be consistently recognized as one of the World's Best Workplaces™. Join Accenture to work at the heart of change.