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.
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