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.