IGT Solutions | Information Technology Executive

2 days ago

gurugram, India IGT Solutions Full time

Domain: Major Incident Management & Service Delivery.

Position: Executive.

Experience: 1 Year Minimum

Location: Falcon, Gurugram.

Shift: 24x7 environment (WFO).


  • Focus on the delivery of the customer’s solutions by planning, organizing, leading, controlling.
  • Works with a cross functional teams to provide IT Service Management expertise using established frameworks, such as the Information Technology Infrastructure Library (ITIL).
  • Should have experience to handle service delivery & customer
  • Delivering internal projects, Ramp-up, Migrations for multiple processes
  • Works with internal process owners (i.e. Change Management, Problem Management, Configuration Management) to improve inter and intra-process integration and business alignment including; defining roles and responsibilities; assisting with operational level agreements; defining policies, processes, and procedures; and recommends the priority of adopting identified changes
  • ITIL & ITSM certification, will be an added advantage.
  • Handling Major Incidents (P1 & P2) & escalations from business and SLA management.
  • Managing updates and communication to technical teams, service delivery and clients
  • Experience with service ticketing/tracking systems (ServiceNow preferred)
  • Experience with Remote Control/Remote Assistance tools
  • Experience with Knowledge Management systems
  • Provide coordination across all core team members and departments to operate effective & desired operations
  • Incident handling and management. Assess and diagnose escalated problems.
  • Ensuring compliance with regulatory & IT Security policy.
  • Communicate and stay in touch with the various Service Management deployment And Voice engineering teams and give support where required.
  • Provide reports, risk lists, open & issues/task.
  • Effective client Communication & provide timely updates.
  • Excellent verbal and written English communication is a must.
  • Interpersonal and customer service skill is required.
  • Drive and participate in bridge calls and daily meetings.
  • Monitoring all incident, analyzing.
  • Sharing a daily, weekly, and monthly MIS report.
  • Ensuring agreed SLA and business processes are adhered to and manage the relationship with client.
  • Vendor Management.
  • Flexible to work in 24x7 environment from office and support on weekends or holidays.


It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

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