Service Desk E2E + Escalation Desk

Tata Consultancy Services; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Tata Consultancy Services seeks an Incident Coordinator to own end-to-end progression of aging, high-impact tickets until service restoration and verified closure. You will drive proactive communication, validate ticket quality and ensure appropriate escalation paths.

You will be the central coordination point across Service Desk, L2/L3, applications, infrastructure, security, ServiceNow and vendor teams, maintaining clear accountability and reducing delays through effective hand-offs.

Responsibilities

• Own end-to-end progression of complex, high-impact tickets until service restoration and closure.
• Act as the central coordination point across Service Desk, L2/L3, applications, infrastructure, security, ServiceNow and vendor teams, maintaining accountability.
• Validate ticket quality, impact, priority, diagnostics, evidence, assignment and escalation path before engaging resolver teams.
• Protect SLA and user experience through proactive follow-up, milestones, clear communications and timely escalation.
• Support major-incident identification and coordination, VIP/high-impact cases and cross-domain failures per procedures.
• Use ServiceNow and telemetry to identify related incidents, known errors, recurring patterns and likely resolutions.
• Reduce avoidable transfers and deadlocks by clarifying ownership and enabling bridge discussions.
• Capture chronology, actions, decisions and closure evidence for transparency and post-incident reviews.
• Identify systemic gaps and route improvement actions to the governance forum.
• Provide trend reporting on escalation drivers, aging, resolver delays and recovery effectiveness.

Job description

Expectations from the Role

• Own end-to-end progression of complex, high-impact, aging, repeatedly reassigned or business-critical tickets until service restoration and confirmed closure.
• Act as the central coordination point across Service Desk, L2/L3, application, infrastructure, security, ServiceNow and vendor teams, maintaining clear accountability.
• Validate ticket quality, impact, priority, diagnostics, evidence, assignment and escalation path before engaging resolver teams.
• Protect SLA and user experience through proactive follow-up, milestone tracking, clear communications, warm hand-offs and timely management escalation.
• Support major-incident identification and coordination, VIP/high-impact cases, cross-domain failures and urgent service recoveries in line with approved procedures.
• Use ServiceNow and available telemetry or knowledge insights to identify related incidents, known errors, recurring patterns and likely resolution paths.
• Reduce avoidable transfers and deadlocks by challenging incorrect reassignments, clarifying ownership and facilitating technical bridge discussions where required.
• Capture detailed chronology, actions, decisions, dependencies and closure evidence to ensure transparency, auditability and effective post-incident review
• Identify systemic gaps in process, ownership, knowledge, automation and monitoring and route improvement actions to the appropriate governance forum.
• Provide trend reporting on escalation drivers, aging, resolver delays, repeat assignment, customer effort and recovery effectiveness.