Service Management_Noida

Greetings from TCS

TCS Hiring for Service Management

Job Location: Noida

Experience Range: 8-12 Years

Job Description :

ITIL Foundation V3 or V4

• 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.

• Works in conjunction with Continual Service Improvement (CSI)

• Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized."