ITSM Lead - Virtual Interview
- Tata Consultancy
- 4 - 9 years
- Hyderabad
- 6 hours ago
- Email to a friend
- Report this job
Job Description
Job Title: ITSM Lead
Experience Range: 4-10 years
Job Location: Bangalore, Chennai, Hyderabad and Delhi
Virtual Interview Date: 7th April (Tuesday) or 8th April (Wednesday) or 9th April (Thursday) or 10th April (Friday)
Timing : 10am to 4pm
Job Summary :
We are seeking a seasoned ITSM Subject Matter Expert hands-on experience in ITSM operations. The ideal candidate will be able to front-end customers, represent TCS from an ITSM perspective, and actively participate in ITSM presales solutions. This role requires strong articulation skills, the ability to present ITSM solutions to customers, and a proactive, hands-on approach to extracting details from ITSM tools and Excel. Experience in large enterprise or managed services environments is highly desirable.
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.
Required Skills
- Strong expertise in ITIL/ITSM processes: Incident, Change, Problem, and Release Management.
- Experience working as L3, Lead, or SME in ITSM operations.
- Hands-on experience with ITSM tools, especially ServiceNow (preferred), BMC Remedy, HP Service Manager, or similar.
- Excellent root cause analysis, coordination, and communication skills.
- Experience in SLA, KPI, and service reporting, with advanced proficiency in Excel.
- Ability to extract and analyze data directly from ticketing tools and Excel.
- Strong customer-facing and presentation skills, with the ability to articulate ITSM solutions effectively.
Good to Have
- ITIL v3 or ITIL 4 certification.
- Experience in large enterprise or managed services environments.
- Knowledge of CMDB and Knowledge Management practices.
- Exposure to automation and workflow optimization within ITSM.
- Experience in presales and solutioning for ITSM engagements.
Let's connect on Linkedln: linkedin.com/in/mahalaxmi-g-46a391245
For Opportunities visit: https://ibegin.tcs.com/iBegin
Website: www.tcs.com
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: Head - Tech SupportEmployement Type: Full timeContact Details:
Company: Tata ConsultancyLocation(s): Hyderabad
Keyskills: Change Management ITSM Problem Management Incident Management ITIL ITIL Certified ITIL Framework ITIL Process Release Management
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