ITSM - Service Management
TCS · Chennai
Source and collection record
Last observed by our collector: . This is not a manual review or a confirmation from the employer.
Employer requisition: 432058
Job type and experience labels are automated discovery categories. The employer determines eligibility. Original experience wording was not retained separately; check the current employer page.
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Collected role description
Desired Competencies (Technical/Behavioral Competency) Must-Have Incident Management Manage incidents throughout their lifecycle. Coordinate resolution across support teams. Handle P1/P2 major incidents. Conduct incident reviews and post-incident reports. Ensure SLA compliance. Major Incident Management Lead bridge calls during critical outages. Coordinate stakeholders and technical teams. Drive incident communications. Manage escalation procedures. Restore business services within agreed timelines. Problem Management Perform root cause analysis (RCA). Track recurring incidents. Manage Known Error Database (KEDB). Drive permanent fixes and preventive actions. Change Management Review and authorize changes. Coordinate CAB meetings. Assess risk and business impact. Monitor change implementation success. Ensure compliance with change governance. Service Request Management Monitor service request queues. Improve request fulfillment processes. Ensure SLA adherence. Support automation initiatives. Service Level Management Monitor SLA, OLA and KPI performance. Generate operational reports. Conduct service reviews. Drive continual service improvement. ITSM Tool Administration Administration of ServiceNow. Workflow and process management. Incident and Change module support. CMDB management and governance. Reporting & Governance Create operational dashboards. Generate weekly and monthly service reports. Support governance meetings. Maintain process documents and SOPs. Stakeholder & Vendor Management Coordinate with customers and business users. Manage vendor performance. Drive service quality improvements. Ensure customer satisfaction. Good-to-Have ITIL Foundation/Managing Professional ServiceNow Administration CMDB Management IT Operations Analytics Power BI Reporting Automation & Scripting Banking Domain Experience (BFSI) Audit & Compliance Knowledge Cloud Operations Awareness Agile / DevOps Exposure </ul
Collected minimum qualification
BACHELOR OF ENGINEERING
Collected experience requirement
5 - 12 Years