Tata Consultancy Services
Website:
tcs.com
Job details:
We are hiring for ITSM lead .
Role: ITSM SME
Experience: 4 years to 10 years
Walk In Date-11th April
Venue: TCS Brigade Bhuwalka 40, Pattandur Agrahara, ITPL Main Road, Next to Pattandur Agrahara metro station / Taj Vivanta, Whitefield, Bengaluru, Karnataka 560066
Interested candidates can send their resume on below mail ID along with below details-
geethanjali.u@tcs.com
Please share below details-
Full Name:
Email:
Contact Details:
Total Experience:
Current location:
Preferred location:
Relevant Experience:
Notice Period:
Current CTC:
Expected CTC:
Current Company Name:
Education or career gap (if any):
EP Reference Number (if already registered with TCS) –
Highest Qualification:
Highest Qualification University Name:
Key Responsibilities
- Manage L3 escalations for IT service incidents and provide expert guidance on complex issues.
- Lead and govern Incident Management processes to ensure SLA adherence and service quality.
- Own Problem Management, including root cause analysis (RCA) and implementation of preventive actions.
- Plan, review, and approve Change Management activities, ensuring process compliance.
- Coordinate and support Release Management, including deployments and post-release reviews.
- Conduct post-incident reviews and drive service improvement initiatives.
- Ensure ITIL process compliance across all ITSM operations.
- Work closely with technical teams, business stakeholders, and vendors to ensure seamless service delivery.
- Prepare and present service reports, dashboards, and metrics to internal and external stakeholders.
- Participate in ITSM presales solutions and confidently present ITSM solutions to customers.
Required Skills
- Strong expertise in ITIL/ITSM processes: Incident, Change, Problem, and Release Management.
- Experience working as L3, Lead, or SME in ITSM operations.
- Hands-on experience with ITSM tools, especially ServiceNow (preferred), BMC Remedy, HP Service Manager, or similar.
- Excellent root cause analysis, coordination, and communication skills.
- Experience in SLA, KPI, and service reporting, with advanced proficiency in Excel.
- Ability to extract and analyze data directly from ticketing tools and Excel.
- Strong customer-facing and presentation skills, with the ability to articulate ITSM solutions effectively.
Click on Apply to know more.