Service Management Specialist

3 weeks ago


Noida, India Tata Consultancy Services Full time
1. Total Years of Experience as Incident Manager: - 8 to 10 years2. Certification: - At least ITIL Foundation V3 or V43. Roles & Responsibilities: -

- Keep technical teams informed about their Incidents’ status at agreed intervals.- Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)- Assign unresolved Incidents to appropriate Tier 2 Support Group- Provide first-line investigation and diagnosis of all Incidents and Service Requests- Verify resolution with users and resolve Incidents in ITSM tool.- Escalate Major Incidents to the Incident and/or Problem Manager.- Escalate Incidents at risk of breaching Service Level Agreement to respective team leads.- Owns all Incidents and Service Requests throughout the lifecycle.- Identify Problems- Escalate unresolved incidents to external support, e.g. Software and Hardware Vendors- Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements- Responsible for assigning incidents within a group or division.- Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents.- Determines if an incident needs to be escalated according to priority and severity of the issue.- Ensure that Incidents assigned to their Support Groups are resolved and that service is restored.- Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.- Identify Incidents for review.- Participate in Incident review following major Incidents.- Identify potential problems and/or increasing trend of repetitive Incidents.- Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents.- Escalate all process issues to the Service Delivery Manager- Ensure the closure of all resolved and end-user confirmed Incident records.- Provide guidance to the Incident Process Coordinators- Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures are reviewed and enhanced where applicable.- Ensure the design of the Incident process aligns with the business and industry best practices.
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