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IT Service Delivery Expert

2 weeks ago

Bengaluru, Karnataka, India Tata Consultancy Services Limited Full time
Job Description:
The ideal candidate will have excellent communication skills, a strong analytical mind, and the ability to work well under pressure. You will be responsible for providing technical support to our clients, troubleshooting issues, and ensuring timely resolution of problems.

Responsibilities:
- Act as a single point of contact (SPOC) for all user requests, and resolve issues on first call, or route to the appropriate resolving support group.
- Perform active case management and be accountable for end-to-end delivery of requests that originate with them and is responsible for ensuring resolution is driven by all downstream support groups.
- Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or escalate in accordance with the escalation management process.

Requirements:
- Develop, establish and maintain call prioritization guidelines and escalation procedures.
- Provide a systems status recording with status information such as known Major Incidents and estimated recovery time.
- Ensure all the specified SLAs are met in accordance with the customer agreement.

Skills and Qualifications:
- Excellent communication and interpersonal skills
- Strong analytical and problem-solving skills
- Ability to work well under pressure and meet deadlines
- Experience in IT service delivery or a related field

What We Offer:
- Competitive salary and benefits package
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment