Service Management

2 months ago

Chennai, India Tata Consultancy Services Full time

TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and there’s nothing that can stop us from growing together.


What we are looking for

Role: Service Management

Experience Range: 6 – 8 Years

Location: Bangalore/chennai


Must Have:


  • Delegating and directing service tasks, Incidents and managing the ticket Lifecycle.
  • Strong Knowledge in Handling Major Incident Management
  • Strong Knowledge in deriving a root of issue and ability to coordinate with L3 resolver groups on any Major Incident.
  • Strong knowledge in Modules like Incident Management, Change Management, Problem Management and Escalation Management
  • Handling user escalations or concerns quickly and professionally to maintain good customer satisfaction.
  • Overseeing the incident management process and team members involved in resolving the incident
  • Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process
  • Owns the process and supporting documentation for the process from a strategic and tactical perspective
  • Approves all changes to the process and development of process improvement plans
  • Defines policies for the organization regarding the process and Ensures that the process is fit for purpose


Good-to-Have:



  • Should have great analytical skills and the ability to take ownership.
  • Should have in-depth knowledge in data analysis
  • Should have knowledge in performing presentations
  • Should have knowledge in data analysis tools, Service Now reporting


Role descriptions / Expectations from the Role :


  • Actively involve in incident management process regularly following the defined process.
  • Chair the Change management as per process defined and continuously improvise based on the feedback.
  • Proactively follow up the reported problem as per reported Problem tickets.
  • Initiate, manage and engage required stake holders for all reported Major incidents.
  • Generate reports as needed




Interested candidates pls share your cv to mailid: c.nayana@tcs.com with subject " Service Management" for further Discussion

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