Incident Management

Tata Consultancy Services; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Tata Consultancy Services in Bengaluru is seeking an experienced professional for Incident and Request Management with Scout Experience Analyst responsibilities. You will deliver weekly status reports, analyze KPIs, identify bottlenecks, and collaborate with workforce through channels like email and Slack.

The role requires 3 to 7 years of experience, a strong analytical mindset, and the ability to design process flows, create Jira stories, and support governance activities related to incident

Qualifications

• Must have experience in incident and request management processes.
• Experience with workforce analytics and governance routines.
• Ability to create Jira stories from findings.

Responsibilities

• Deliver weekly status reports and a monthly retrospective with trend analysis and KPI insights.
• Analyze existing KPIs to assess relevance and effectiveness in measuring success.
• Identify leading and lagging indicators related to process health.
• Detect bottlenecks in existing processes.
• Prioritize issues affecting workforce experience.
• Engage with the workforce via email and Slack.
• Develop test plans for new process capabilities; conduct testing/validation.
• Prepare data for monthly governance routines.
• Conduct compliance activities for Incident & Request Management.

Skills

Incident Management

Request Management

Scout Experience Analyst

Job description

Interview Date : 08 -Aug -26(Saturday )

Note : Only candidates currently located in Bangalore should apply.

Experience : 3 to 7 years

Must have skills:

Incident Management / Request Management / Scout Experience Analyst

• Deliver weekly status reports and a monthly retrospective report that includes:
• Trend analysis
• Insights on performance metrics
• Analyze existing Key Performance Indicators (KPIs) to assess their relevance and effectiveness in measuring success.
• Identify leading and lagging indicators related to process health.
• Detect bottlenecks in existing processes.
• Prioritize issues affecting workforce experience.
• Analyze data specific to internal lines of business, functions, applications, and assignment groups.
• Engage with the workforce through support channels (e.g., email, Slack).
• Develop test plans for new capabilities related to business processes; conduct testing/validation as needed.
• Create and update Jira stories based on findings.
• Design process flows or modify existing ones as necessary.
• Prepare data required for monthly governance routines.
• Conduct compliance activities related to Incident & Request Management including control testing and updates.