ITSM

Tata Consultancy Services; Mumbai; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Tata Consultancy Services in Mumbai seeks an experienced ITSM Incident Manager to lead high-priority incident resolution, chair bridge calls, and drive root-cause analyses across ITIL processes.

You will oversee end-to-end Problem Management lifecycle, ensure timely stakeholder updates, and push for permanent fixes to enhance service stability in a 24x7 global support setup.

Qualifications

• 6+ years of experience in IT Service Management, including Major Incident and Problem Management.
• Strong knowledge of ITIL Incident, Problem, Change, and Service Level Management processes.
• Proven experience managing P1/P2 incidents in complex enterprise environments.
• Experience with SLA management, KPI reporting, and service governance.
• Strong understanding of RCA methodologies (5 Whys, Fishbone, Fault Tree Analysis, etc.).
• Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar.
• Excellent communication, stakeholder management, and leadership skills.
• Strong analytical and problem-solving capabilities.

Responsibilities

• Lead and coordinate the resolution of high-priority (P1/P2) incidents impacting business-critical services.
• Chair major incident bridge calls and coordinate cross-functional technical teams.
• Ensure timely communication to stakeholders, leadership, and customers during critical incidents.
• Drive service restoration efforts while minimizing business impact.
• Conduct post-incident reviews and ensure corrective actions are implemented.
• Manage the end-to-end Problem Management lifecycle in accordance with ITIL best practices.
• Facilitate Root Cause Analysis (RCA) and identify recurring incident trends.
• Track and govern problem records through resolution.
• Drive permanent fixes and preventive measures to improve service stability.
• Monitor Known Error Database (KEDB) and ensure knowledge sharing across teams.
• Monitor and report on Incident and Problem Management SLAs and KPIs.
• Identify SLA breaches, perform trend analysis, and implement improvement plans.
• Develop and maintain service performance dashboards and executive reports.
• Ensure operational teams meet agreed service targets and commitments.
• Ensure compliance with Incident, Problem, Change, and Service Management processes.
• Conduct regular process audits and identify areas for improvement.
• Drive process standardization and automation initiatives.
• Support organizational ITSM maturity and continuous service improvement programs.
• Ensure adherence to governance, risk, and compliance requirements.
• Act as the primary escalation point for critical incidents and service issues.
• Collaborate with IT Operations, Infrastructure, Application, Security, and Vendor teams.
• Present service performance, RCA findings, and improvement initiatives to senior management.
• Build strong relationships with business stakeholders and customers.

Skills

ITSM

ITIL Incident

Incident management

Problem management

SLA management

KPI reporting

RCA methodologies

Stakeholder management

Leadership

ITSM tools

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

Mandatory: ITIL Framework Knowledge, Incident, Problem, Change, Service Request, SLA & KPI Management, Documentation and Reporting (RCA, MSR, WSR, Aging, etc.)

Must-Have:

• 6+ years of experience in IT Service Management, including Major Incident and Problem Management.
• Strong knowledge of ITIL Incident, Problem, Change, and Service Level Management processes.
• Proven experience managing P1/P2 incidents in complex enterprise environments.
• Experience with SLA management, KPI reporting, and service governance.
• Strong understanding of RCA methodologies (5 Whys, Fishbone, Fault Tree Analysis, etc.).
• Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar.
• Excellent communication, stakeholder management, and leadership skills.
• Strong analytical and problem-solving capabilities.

Preferred Qualifications

• Experience working in global 24x7 support environments.
• Knowledge of Agile, DevOps, Cloud, and SRE practices.
• Experience in process improvement and operational excellence initiatives.

Key Performance Indicators (KPIs)

• Reduction in Repeat Incidents
• RCA Timeliness and Quality
• Service Availability and Stability Metrics

Key responsibilities:

• Lead and coordinate the resolution of high-priority (P1/P2) incidents impacting business-critical services.
• Chair major incident bridge calls and coordinate cross-functional technical teams.
• Ensure timely communication to stakeholders, leadership, and customers during critical incidents.
• Drive service restoration efforts while minimizing business impact.
• Conduct post-incident reviews and ensure corrective actions are implemented.
• Manage the end-to-end Problem Management lifecycle in accordance with ITIL best practices.
• Facilitate Root Cause Analysis (RCA) and identify recurring incident trends.
• Track and govern problem records through resolution.
• Drive permanent fixes and preventive measures to improve service stability.
• Monitor Known Error Database (KEDB) and ensure knowledge sharing across teams.

SLA & Service Governance

• Monitor and report on Incident and Problem Management SLAs and KPIs.
• Identify SLA breaches, perform trend analysis, and implement improvement plans.
• Develop and maintain service performance dashboards and executive reports.
• Ensure operational teams meet agreed service targets and commitments.

Process Compliance & Continuous Improvement

• Ensure compliance with Incident, Problem, Change, and Service Management processes.
• Conduct regular process audits and identify areas for improvement.
• Drive process standardization and automation initiatives.
• Support organizational ITSM maturity and continuous service improvement programs.
• Ensure adherence to governance, risk, and compliance requirements.

Stakeholder Management

• Act as the primary escalation point for critical incidents and service issues.
• Collaborate with IT Operations, Infrastructure, Application, Security, and Vendor teams.
• Present service performance, RCA findings, and improvement initiatives to senior management.
• Build strong relationships with business stakeholders and customers.