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: Critical Incident Management

Good to have skills: NA

Minimum 7.5 year(s) of experience is required

Educational Qualification: 15 years full time education

Summary:

As an IT Service Management Representative, you will manage the delivery for IT production systems and services. A typical day involves supporting the infrastructure service management lifecycle, ensuring client satisfaction, and managing risks to services. You will provide operational support to ensure that production systems and devices are online and available, contributing to the overall efficiency and effectiveness of IT operations.

Roles & Responsibilities:

• Expected to be an SME.
• Collaborate and manage the team to perform.
• Responsible for team decisions.
• Engage with multiple teams and contribute on key decisions.
• Provide solutions to problems for their immediate team and across multiple teams.
• Facilitate training and knowledge sharing sessions to enhance team capabilities.
• Monitor and analyze service performance metrics to identify areas for improvement.

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 processes.
• Ability to analyze and resolve complex technical issues efficiently.
• Familiarity with service monitoring tools and reporting mechanisms.

Additional Information:

• The candidate should have minimum 7.5 years of experience in Critical Incident Management.
• This position is based at our Gurugram office.
• A 15 years full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 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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