Service Desk SME / Shift Lead | ITIL | ServiceNow | 24/7 Operations

Tata Consultancy Services; Hyderabad; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Tata Consultancy Services in Hyderabad is seeking a proactive Service Desk SME / Shift Lead with 5-7 years of IT Service Desk experience. You will lead daily operations across shifts, manage major incidents, and ensure SLA adherence in a 24x7 global support environment.

Expertise in ITIL, team leadership, stakeholder management, and ServiceNow is highly preferred. Strong reporting and analytics skills will drive service improvements and customer satisfaction.

Qualifications

• 5-7 years of experience in IT Service Desk operations.
• Strong ITIL knowledge and hands-on major incident management experience.
• Proven ability to manage SLAs, governance, and service delivery excellence.

Responsibilities

• Lead and manage daily Service Desk operations across shifts, ensuring coverage.
• Monitor ticket queues and ensure adherence to response and resolution SLAs.
• Act as primary escalation point for critical incidents (P1/P2) and drive timely resolution.
• Coordinate with cross-functional teams to resolve complex issues.
• Ensure effective shift handovers and maintain operational documentation.
• Manage team schedules, attendance, and shift adherence to service levels.
• Provide coaching and performance guidance to Service Desk analysts.
• Drive continuous service improvement and ITIL process adherence.
• Prepare weekly/monthly operational reports, dashboards and KPI metrics.
• Analyze ticket trends and implement corrective actions.
• Maintain high customer satisfaction through effective service delivery and issue management.

Skills

ITIL knowledge

Major incident management

SLA governance

Team leadership

Stakeholder management

Service delivery excellence

24x7 global support

Operational analytics

Reporting

Tools

ServiceNow

Job description

Role & responsibilities

• Lead and manage daily Service Desk operations across shifts, ensuring seamless support coverage.
• Monitor ticket queues (P1P4) and ensure adherence to response and resolution SLAs.
• Act as the primary escalation point for critical and major incidents (P1/P2) and drive timely resolution.
• Coordinate with cross-functional teams to resolve complex technical and operational issues.
• Ensure effective shift handovers and maintain accurate operational documentation.
• Manage team schedules, attendance, and shift adherence to maintain service levels.
• Provide coaching, mentoring, and performance guidance to Service Desk analysts.
• Drive continuous service improvement initiatives and process optimization activities.
• Ensure compliance with ITIL processes, including Incident, Problem, and Change Management.
• Proactively identify SLA risks, manage escalations, and communicate status updates to stakeholders.
• Prepare and present weekly/monthly operational reports, dashboards, and KPI metrics
• Analyze ticket trends, identify recurring issues, and recommend corrective actions.
• Maintain high levels of customer satisfaction through effective service delivery and issue management.
• Track and improve key operational metrics including SLA compliance, FCR, CSAT, backlog management, and productivity.

Preferred candidate profile

We are looking for a proactive Service Desk SME / Shift Lead with 5-7 years of experience in IT Service Desk operations. The ideal candidate should possess strong ITIL knowledge, hands‑on experience in major incident management, SLA governance, team leadership, stakeholder management, and service delivery excellence. Candidates with experience supporting global clients in a 24x7 environment and expertise in ServiceNow, reporting, and operational analytics will be highly preferred.