Service Management

2 weeks 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 forRole: Service ManagementExperience Range: 6 – 8 YearsLocation: Chennai/Bangalore

Must Have:

Delegating and directing service tasks, Incidents and managing the ticket Lifecycle.Strong Knowledge in Handling Major Incident ManagementStrong 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 ManagementHandling user escalations or concerns quickly and professionally to maintain good customer satisfaction.Overseeing the incident management process and team members involved in resolving the incidentAccountable 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 processOwns the process and supporting documentation for the process from a strategic and tactical perspectiveApproves all changes to the process and development of process improvement plansDefines 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 analysisShould have knowledge in performing presentationsShould 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:

with subject "

Service Management"

for further Discussion

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