Service Management

4 days ago


tamil nadu, 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: Chennai/Bangalore

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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