ITSM SME Full Time NEW

We are hiring for ITSM Lead.

Role: ITSM Lead

Experience: 5 years to 10 years

Location: Hyderabad/Delhi

Interested candidates can send their resume on below mail ID along with below details-

geethanjali.u@tcs.com

Please share below details-

Full Name:

Email:

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Expected CTC:

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EP Reference Number (if already registered with TCS) –

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Key Responsibilities

• Manage L3 escalations for IT service incidents and provide expert guidance on complex issues.
• Lead and govern Incident Management processes to ensure SLA adherence and service quality.
• Own Problem Management, including root cause analysis (RCA) and implementation of preventive actions.
• Plan, review, and approve Change Management activities, ensuring process compliance.
• Coordinate and support Release Management, including deployments and post-release reviews.
• Conduct post-incident reviews and drive service improvement initiatives.
• Ensure ITIL process compliance across all ITSM operations.
• Work closely with technical teams, business stakeholders, and vendors to ensure seamless service delivery.
• Prepare and present service reports, dashboards, and metrics to internal and external stakeholders.
• Participate in ITSM presales solutions and confidently present ITSM solutions to customers.
• Represent TCS in customer meetings and engagements, acting as the ITSM SME.