ITSM Lead - Virtual Interview

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**