Opening with Tcs For ITSM Position | Noida Location | 4 To 6 years

Tata Consultancy Services; Dadri; On-site; INR 900,000 - 1,500,000; Full time

Job summary

TATA Consultancy Services in Noida is hiring for an ITSM position requiring 4–6 years of experience. The role focuses on ITIL processes, incident/problem/change management, and service performance reporting using ITSM tools like ServiceNow, BMC Remedy, Jira Service Management, or Ivanti.

The candidate will drive SIPs, maintain governance standards, and collaborate with technical teams and stakeholders to enhance service quality and client satisfaction.

Qualifications

• Strong understanding of ITIL v3/v4 framework.
• Hands-on experience with ITSM platforms (ServiceNow preferred).
• Experience in Incident, Problem, Change, and Request Management.
• Knowledge of SLA management and service reporting.
• Strong analytical and process improvement skills.
• Experience with KPI dashboards and operational reporting.
• Excellent stakeholder management and communication skills.
• Ability to drive cross-functional collaboration and process compliance.

Responsibilities

• Manage and govern ITIL processes including Incident, Problem, Change, Request, Knowledge, and Service Level Management.
• Ensure adherence to ITSM policies, procedures, and governance standards.
• Drive Service Improvement Plans (SIPs) based on operational metrics and business requirements.
• Monitor and report on KPIs, SLAs, OLAs, and service performance metrics.
• Coordinate Major Incident Management activities and facilitate post-incident reviews.
• Conduct Change Advisory Board (CAB) meetings and oversee change implementation processes.
• Perform root cause analysis for recurring incidents and service disruptions.
• Maintain and optimize ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or Ivanti.
• Develop and maintain process documentation, knowledge articles, and training materials.
• Partner with technical teams, vendors, and stakeholders to improve service quality and customer satisfaction.
• Support audits, compliance reviews, and governance activities.

Skills

ITIL v3/v4

ITSM platforms

Incident Management

Problem Management

Change Management

SLA & service reporting

KPI dashboards

Stakeholder management

Tools

ServiceNow

BMC Remedy

Jira Service Management

Ivanti

Job description

Dear Candidate,

Greetings from TATA Consultancy Services.

Thank you for expressing your interest in exploring a career possibility with the TCS Family.

We are delighted to invite you for a discussion to get to know more about you and your professional experience. The interview will be in person.

At this interview you will have a technical discussion followed by a management & HR round*. Feel free to ask any questions you may have about our hiring process, the position, or our company.

TCS is hiring for ITSM Position.

Noida Location.

Experience Range : 4 years to 6 years.

Please find the below JD

• Manage and govern ITIL processes including Incident, Problem, Change, Request, Knowledge, and Service Level Management.
• Ensure adherence to ITSM policies, procedures, and governance standards.
• Drive Service Improvement Plans (SIPs) based on operational metrics and business requirements.
• Monitor and report on KPIs, SLAs, OLAs, and service performance metrics.
• Coordinate Major Incident Management activities and facilitate post-incident reviews.
• Conduct Change Advisory Board (CAB) meetings and oversee change implementation processes.
• Perform root cause analysis for recurring incidents and service disruptions.
• Maintain and optimize ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or Ivanti.
• Develop and maintain process documentation, knowledge articles, and training materials.
• Partner with technical teams, vendors, and stakeholders to improve service quality and customer satisfaction.
• Support audits, compliance reviews, and governance activities.

Required Skills

• Strong understanding of ITIL v3/v4 framework.
• Hands-on experience with ITSM platforms (ServiceNow preferred).
• Experience in Incident, Problem, Change, and Request Management.
• Knowledge of SLA management and service reporting.
• Strong analytical and process improvement skills.
• Experience with KPI dashboards and operational reporting.
• Excellent stakeholder management and communication skills.
• Ability to drive cross-functional collaboration and process compliance.

Preferred Skills

• Experience in Major Incident Management.
• Knowledge of CMDB, Asset Management, and Service Catalog Management.
• Understanding of DevOps, Agile, and IT Operations processes.
• Experience in automation and workflow optimization.
• Familiarity with cloud environments (Azure, AWS, Microsoft 365).

• ITIL 4 Foundation / Managing Professional
• ServiceNow CSA/CIS
• COBIT Foundation
• Lean Six Sigma (Preferred)

Note : EX-TCS Employees are not eligible.

Thanks & Regards,

Tripti Dhyani

Human Resources Talent Acquisition Group

Mail to: [e-mail]