Tata Consultancy Services
Website:
tcs.com
Job details:
Job Description
**mandatory
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Required Information
Details
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Role**
IT Service Management Analyst
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Required Technical Skill Set**
experience in inbound customer service environment/ Service Management
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No of Requirements**
1
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Desired Experience Range**
3 to 5 years’
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Location of Requirement
Delhi NCR/Nagpur
Desired Competencies (Technical/Behavioral Competency)
Must-Have**
- Strong problem-solving abilities with inter team collaboration
- Strong oral and written communication skills, with the ability to effectively communicate to a variety of audiences.
- Incident Coordination
- Lead and manage major incidents from detection to resolution.
- Ensure rapid assessment, prioritization, and escalation of incidents.
- Act as the primary point of contact during major incidents.
- Provide timely and accurate updates to stakeholders, including senior leadership.
- Facilitate incident review calls and post-incident reports.
- Root Cause Analysis & Reporting
- Drive post-incident reviews and ensure root cause analysis is completed.
- Document lessons learned and recommended preventive measures.
Good-to-Have
- Good to have management of Change and Problem
- Good understanding of computer systems, mobile devices, and other tech products.
- Process Compliance & Improvement
- Ensure adherence to ITIL Major Incident Management processes.
- Identify opportunities for process improvement and implement best practices.
- Work closely with technical teams, vendors, and business units to resolve incidents.
- Coordinate with Problem Management for long-term fixes.
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Responsibility of / Expectations from the Role
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Incident Coordination:
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Lead and manage major incidents from detection to resolution.
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Ensure rapid assessment, prioritization, and escalation of incidents.
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Communication Management:
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Act as the primary point of contact during major incidents.
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Provide timely and accurate updates to stakeholders, including senior leadership.
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Facilitate incident review calls and post-incident reports.
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Root Cause Analysis & Reporting:
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Drive post-incident reviews and ensure root cause analysis is completed.
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Document lessons learned and recommended preventive measures.
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Excellent analytical and problem-solving skills
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Strong communication and documentation abilities
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Leadership and mentoring mindset
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