Service Desk,E2E,Escalation Desk, ServiceNow, MIM_Virtual drive

Tata Consultancy Services; Chennai District, Bengaluru; Presencial; INR 800.000 - 1.200.000; Jornada completa

Descripción de la vacante

Tata Consultancy Services in Chennai and Bengaluru seeks an experienced Service Desk E2E + Escalation Desk - Agents to own the end-to-end progression of complex tickets and ensure timely closure. You will coordinate with Service Desk, L2/L3, applications, infrastructure, security, ServiceNow and vendors for effective service restoration.

The role emphasizes maintaining accountability, adhering to SLAs, and driving rapid recovery for high-impact incidents and VIP cases, with proactive

Formación

• 4–7 years of service desk experience.
• Experience coordinating across multiple teams and vendors.

Responsabilidades

• Own end-to-end progression of complex, aging, or high-impact tickets until service restoration and closure.
• Act as central point across Service Desk, L2/L3, applications, infrastructure, security, ServiceNow and vendors.
• Validate ticket quality, impact, priority, diagnostics, evidence and escalation path.
• Maintain SLA adherence and proactive communications for timely recovery.
• Support major incidents, VIP cases and cross-domain failures per procedures.
• UseServiceNow and telemetry to identify related incidents and known errors.
• Reduce unnecessary transfers by clarifying ownership and facilitating technical discussions.
• Document chronology, actions and closure evidence for auditing and post-incident reviews.
• Identify systemic gaps and route improvements to governance forums.
• Provide trend reporting on escalation drivers and recovery effectiveness.

Descripción del empleo

Role

Service Desk E2E + Escalation Desk - Agents

Exp: 4 to 7 Years

Location Chennai & Bengalore

Role & responsibilities

Responsibility of / 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.