Service Management

3 weeks ago


Chennai, India Tata Consultancy Services Full time

Job Title: Service Management

Location: Chennai (SIPCOT IT PARK, Siruseri)

Terms: Permanent / Contract

Timing: 9Hr day (Morning & Afternoon shift – UK business hours)

Experience-8 to 12yrs


About Role: IT Service Management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement. As part of the Service Management team under the ITIL v3 framework, the associate liaises between the Customer and Technical Support teams. The associate will report to the Service Delivery Manager.

Responsibilities:

Perform Change, Problem, Request and Service Level Management tasks

Prepare Change, Problem, Workorder and SLA reports

Analyse trends and perform Continual Service Improvement tasks

Liaise with Customer on Daily / Weekly status of service over Calls /Mails

Coordinate with Technical Support teams

Process KT to Technical Support teams

Liaise with SDMs / PMO during internal audits and reviews

Requirements:

ITIL v3 Foundation certified (minimum)

Good communication skills

MS Office suite expertise (Excel, macros)

Familiarity with BMC Remedy tool (or equivalent)

Previous work experience preferred (Monitoring, SD, IM/CM/PM/SLM/CSI)



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