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: Event Management

Good to have skills: Microsoft Windows Server Administration, Network Operations & Service Management Minimum 2 year(s) of experience is required Educational Qualification: 15 years full time education

Summary: The Command Center and L1.5 Support engineer will be responsible for providing 24x7 monitoring and support for infrastructure services including servers, networks, and cloud environments. This role involves proactive alert management, incident triage, and escalation to ensure high availability and performance of IT services. The candidate should have 3 years of experience in infrastructure operations and be capable of working in a fast-paced environment.

Must Have Skills - Experience in infrastructure operations and monitoring - Familiarity with server, network, and cloud alert management - Basic troubleshooting and incident triage skills - Ability to work in 24x7 rotational shifts - Good understanding of monitoring tools and dashboards

Good to Have Skills - Exposure to ITIL processes and incident management - Experience with ticketing systems like ServiceNow - Knowledge of cloud platforms (AWS, Azure, GCP) - Basic scripting knowledge for automation

Job Requirements The candidate must be available for 24x7 support and have experience in handling infrastructure alerts. They should be able to perform initial diagnosis, escalate issues appropriately, and ensure timely resolution of incidents.

Key Responsibilities - Monitor infrastructure alerts across server, network, and cloud platforms - Perform L1.5 level triage and escalate to relevant support teams - Maintain incident logs and update ticketing systems - Collaborate with teams to ensure resolution and minimize downtime - Participate in shift handovers and maintain operational documentation

Technical Experience Minimum of 3 Years of experience in infrastructure operations and monitoring. Hands-on experience with alert management tools and basic troubleshooting of server and network issues. Professional Attributes Strong communication and coordination skills. Ability to work under pressure and in rotational shifts. Proactive approach to incident handling and continuous improvement.

Educational Qualification and Certification Bachelor's Degree in Computer Science, Information Technology, or related field. Certifications in ITIL, cloud fundamentals, or infrastructure monitoring tools are a plus. 15 years full time education

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