IT Customer Service Representative

Project Role : IT Customer Service Representative
Project Role Description : Manage delivery for IT production systems and services. Drive incident, issue and outage management, investigation and restoration.
Must have skills : DevOps
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary: As an IT Customer Service Representative, you will be responsible for managing the delivery of IT production systems and services. Your role will involve driving incident, issue, and outage management, as well as investigation and restoration. You will play a crucial role in ensuring the smooth operation of IT services and resolving any technical issues that may arise. Roles & Responsibilities: - Expected to perform independently and become an SME. - Required active participation/contribution in team discussions. - Contribute in providing solutions to work-related problems. - Manage the delivery of IT production systems and services. - Drive incident, issue, and outage management. - Investigate and restore IT systems and services. - Provide technical support and assistance to end-users. - Collaborate with cross-functional teams to resolve technical issues. - Continuously improve IT service delivery processes and procedures. Professional & Technical Skills: - Must To Have Skills: Proficiency in DevOps. - Understanding of microservices principles and patterns. - Experience with containerization technologies like Docker and Kubernetes. - Proficiency in using and configuring service mesh tools such as Istio, Linkerd, or Consul. - Knowledge of network protocols (HTTP, TCP, etc.) and network troubleshooting. - Familiarity with concepts like load balancing, DNS, and service discovery. - Strong skills in Linux/Unix system administration. - Experience with cloud platforms (AWS, Azure, GCP) and their networking services. - Understanding of security principles, including mutual TLS (mTLS), authentication, and authorization. - Experience with implementing security policies and managing certificates. - Proficiency in scripting languages (Bash, Python) and automation tools (Ansible, Terraform). - Familiarity with continuous integration and continuous deployment tools (Jenkins, GitLab CI/CD,). - Strong understanding of IT service management principles. - Experience with incident, problem, and change management processes. - Knowledge of ITIL framework and best practices. - Experience with IT infrastructure and systems administration. Additional Information: - The candidate should have a minimum of 3 years of experience in DevOps. - This position is based at our Bengaluru office. - A 15 years full-time education is required.15 years full time education

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