Service Desk Engineer_Hyderabad

Tata Consultancy Services; Hyderabad; On-site; INR 900,000 - 1,400,000; Full time

Benefits offered by this job

Performance bonuses

Health insurance

Job summary

Tata Consultancy Services in Hyderabad, India, seeks an experienced Service Desk leader to drive L1/L1.5 support, ensure incident resolution within SLAs, and govern 24x7 operations. You will coordinate with L2/L3 teams, manage queues, and oversee process adherence across ITIL practices.

Responsibilities include incident trend analysis, major incident reviews, and governance reporting. Strong leadership and stakeholder engagement are essential for continuous service improvement.

Qualifications

• Must-have ITIL and IT service management capabilities.
• Experience leading Service Desk operations and teams.
• Strong focus on SLA/KPI delivery and stakeholder communication.

Responsibilities

• Lead and manage the Service Desk team providing L1 and L1.5 support.
• Ensure timely resolution of incidents and service requests within agreed SLAs/KPIs.
• Monitor service queues, ticket volumes, backlog, and aging incidents.
• Manage major incident communications and escalations.
• Coordinate with L2/L3 support teams for issue resolution.
• Ensure adherence to operational processes and support standards.
• Provide 24x7 operational governance and service oversight.
• Drive Incident, Request, and Problem Management processes.
• Conduct incident trend analysis and identify improvement opportunities.
• Facilitate major incident reviews and root cause discussions.
• Ensure proper ticket categorization, prioritization, and documentation.
• Manage daily operations of Service Desk Analysts.
• Conduct performance reviews and coaching sessions.
• Develop training plans and knowledge-sharing initiatives.
• Mentor team members and support career development.
• Ensure resource planning, shift scheduling, and coverage management.
• Act as primary point of contact for client stakeholders.
• Conduct service review meetings and operational governance discussions.
• Provide regular service reporting and performance dashboards.
• Drive customer satisfaction and continuous service improvement initiatives.
• Implement ITIL best practices across Service Desk operations.
• Develop and maintain standard operating procedures (SOPs).
• Drive Knowledge Base (KB) creation and maintenance.
• Monitor service trends and recommend proactive improvements.
• Prepare weekly and monthly operational reports.
• Track SLA/KPI performance metrics.
• Present operational insights to management and customers.
• Support audits, compliance, and governance requirements.

Skills

ITIL

Incident Management

Problem Management

Change Management

Request Fulfillment

Service Governance

Team Management

Stakeholder Management

Customer Engagement

Escalation Management

Excel Reporting

Dashboard Creation

SLA/KPI Tracking

Job description

Desired Competencies (Technical/Behavioral Competency)

Must-Have

• IT Service Management (ITIL)
• Incident Management
• Problem Management
• Change Management
• Request Fulfillment
• Service Governance
• Team Management
• Stakeholder Management
• Customer Engagement
• Escalation Management
• Excel Reporting
• Dashboard Creation
• SLA/KPI Tracking

Role descriptions / Expectations from the Role

Service Desk Operations

Lead and manage the Service Desk team providing L1 and L1.5 support.

Ensure timely resolution of incidents and service requests within agreed SLAs/KPIs.

Monitor service queues, ticket volumes, backlog, and aging incidents.

Manage major incident communications and escalations.

Coordinate with L2/L3 support teams for issue resolution.

Ensure adherence to operational processes and support standards.

Provide 24x7 operational governance and service oversight.

Incident & Request Management

Drive Incident, Request, and Problem Management processes.

Conduct incident trend analysis and identify improvement opportunities.

Facilitate major incident reviews and root cause discussions.

Ensure proper ticket categorization, prioritization, and documentation.

Team Leadership

Manage daily operations of Service Desk Analysts.

Conduct performance reviews and coaching sessions.

Develop training plans and knowledge-sharing initiatives.

Mentor team members and support career development.

Ensure resource planning, shift scheduling, and coverage management.

Stakeholder & Customer Management

Act as primary point of contact for client stakeholders.

Conduct service review meetings and operational governance discussions.

Provide regular service reporting and performance dashboards.

Drive customer satisfaction and continuous service improvement initiatives.

Process & Service Improvement

Implement ITIL best practices across Service Desk operations.

Develop and maintain standard operating procedures (SOPs).

Drive Knowledge Base (KB) creation and maintenance.

Monitor service trends and recommend proactive improvements.

Reporting & Governance

Prepare weekly and monthly operational reports.

Track SLA/KPI performance metrics.

Present operational insights to management and customers.

Support audits, compliance, and governance requirements.