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

Summary We are seeking a detail-oriented and proactive Incident Manager with strong expertise in Incident Management and a secondary focus on Problem Management. The candidate will manage the Command Center operations, monitor critical systems using ServiceNow, xMatters, and TRACC, and ensure timely incident resolution while driving continuous improvement. This role emphasizes SLA compliance, governance, automation, and quality improvement in a 24×7 enterprise IT environment. Location: Bengaluru / Gurugram Experience: 5–8 years Employment Type: Full-time Department: Service Assurance / Command Center Reporting Structure: Reports to Service Assurance Lead / Command Center Manager ________________________________________ Key Responsibilities Incident Management & Command Center Operations • Own end-to-end incident lifecycle management: logging, triage, escalation, resolution, and closure. • Operate within a 24×7 Command Center environment, monitoring incidents and alerts in real-time. • Monitor, analyze, and respond to alerts using ServiceNow, xMatters, and TRACC monitoring platforms. • Coordinate with resolver teams (2nd/3rd level, vendors, and SMEs) to ensure rapid restoration. • Maintain accurate incident records, categorize incidents, and ensure SLA compliance. Problem Management Support • Identify recurring incidents and initiate Problem records for RCA and known error documentation. • Collaborate with Problem Management teams to implement preventive solutions. • Analyze incident trends and provide insights to reduce repeat incidents and operational volume. Governance, Escalation & Reporting • Act as escalation point for high-impact incidents and ensure timely communication to leadership. • Generate operational dashboards, metrics, and trend reports for incident and problem management. • Participate in governance forums and incident review meetings, ensuring compliance with ITIL standards. Automation & Quality Improvement • Identify automation opportunities for alerting, incident assignment, and reporting workflows. • Drive initiatives to improve MTTR, SLA adherence, and operational efficiency. • Implement corrective and preventive measures to reduce incident volumes and improve service quality. ________________________________________ Professional and Technical Skills • Strong expertise in Incident Management (primary) and Problem Management (secondary). • Hands-on experience in Command Center operations with 24×7 monitoring. • Experience with ServiceNow ITSM (Incident, Problem modules), xMatters, and TRACC or equivalent monitoring tools. • Knowledge of ITIL-aligned processes, SLA compliance, and KPI management. • Strong analytical, problem-solving, and communication skills under high-pressure conditions. • Certifications: ITIL® v4 Foundation (Mandatory); ServiceNow Fundamentals / Problem Management (Preferred). ________________________________________ Additional Information • Exposure to enterprise-scale IT operations and multi-vendor environments. • Opportunity to lead automation, reporting, and CSI initiatives within the Command Center. • Focus on operational quality, incident volume reduction, and SLA improvement.