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ITSM - Service Management

Date Posted: Oct 01, 2026
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Job Detail

  • location_on
    Location Chennai, Tamil Nadu, India
  • desktop_windows
    Job Type: Full Time/Permanent
  • schedule
    Shift:
  • analytics
    Career Level:
  • group
    Positions:
  • calendar_view_day
    Experience:
  • male
    Gender: No Preference
  • school
    Degree:
  • calendar_month
    Apply Before: Dec 07, 2026
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Job 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
About the role
  • Role: Specialist
  • Qualifications: BACHELOR OF ENGINEERING
  • Experience: 5 - 12 Years
  • Skills: ITSM
  • Function: IT INFRASTRUCTURE SERVICES
  • Location: Chennai
  • Apply by: 2026-10-31

Source: Tata Consultancy Services careers — Read the original posting and apply

This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.

Company Overview

Tata Consultancy Services
Tata Consultancy Services · Mumbai, Maharashtra, India
2,177 open roles

Tata Consultancy Services is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official com... Read More

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