Manager Infrastructure Engineering- Critical Incident Management

Final Job Description

About the Client

ARAs Client – Global Consulting Firm is a leading multinational advisory and technology services organization, operating across infrastructure, cloud, application modernization, and managed services. The company is headquartered in Bengaluru with clients across North America, Europe, and APAC.

Job Description – IT Service Management Representative

Location : Pan India / Bangalore

Role Overview

We are seeking an experienced IT Service Management Representative to oversee and manage the delivery of IT production systems and services. The role involves supporting the entire infrastructure service management lifecycle, ensuring client satisfaction, mitigating risks to services, and maintaining high availability of production systems and devices. You will play a key role in operational excellence and driving improvements across IT operations.

Key Responsibilities

Act as a Subject Matter Expert (SME) for Critical Incident Management and IT Service Operations.

Lead and collaborate with cross-functional teams to ensure seamless service delivery.

Take ownership of team decisions and guide team members toward performance excellence.

Work closely with multiple internal teams and contribute to key operational decisions.

Provide effective solutions to complex problems impacting multiple teams.

Conduct and facilitate training programs to elevate team capabilities and encourage knowledge sharing.

Monitor, measure, and analyze service performance metrics to identify areas of improvement.

Ensure continuous availability and performance of production systems and services.

Professional & Technical Skills

Must-Have Skills

Expertise in Critical Incident Management , with a minimum of 12 years of hands-on experience.

Strong knowledge of IT Service Management (ITSM) frameworks , particularly ITIL .

Proven experience in incident response , major incident handling , and escalation management .

Ability to troubleshoot and resolve complex technical issues under pressure.

Familiarity with service monitoring tools, dashboards, and operational technologies.

Additional Information

This role is based in Gurugram .

Candidates must meet the requirement of 15 years of full-time education .

Ideal for individuals who excel in high-impact environments and can manage critical production systems efficiently.