SIAM Lead

Tata Consultancy Services; Mumbai; On-site; INR 3,000,000 - 6,500,000; Full time

Job summary

Tata Consultancy Services in Mumbai is seeking a SIAM and ITSM Lead to define, adopt and deploy SIAM practices for the account and to manage incidents, problems, changes and service requests end-to-end.

The role requires ITIL 4.0 & SIAM certification, strong communication, and experience in large corporate environments, with responsibilities that include problem management and service improvement planning.

Qualifications

• ITIL 4.0 & SIAM Certification; experience in large corporate on similar role.
• Strong written and verbal communication, negotiation, client management, MIS and presentation.

Responsibilities

• Define, adopt and deploy SIAM and ITSM practices across the account.
• Record, classify and prioritize requests and incidents; verify and fulfil service requests.
• Investigate, diagnose and allocate incidents; resolve and recover from incidents.

Skills

Incident management

Problem management

Change Management

Vendor Management

Knowledge Management

PMO

SLA Management

Tools

ITIL 4.0 & SIAM Certification

Job description

Role & responsibilities

1. 1. Define, Adopt and deploy the SIAM and SIAM Practices in the account.
2. 2. Define incident and service request classification schemes.
3. 3. Record, classify and prioritize requests and incidents.
4. 4. Verify, approve and fulfil service requests.
5. 5. Investigate, diagnose and allocate incidents.
6. 6. Resolve and recover from incidents.
7. 7. Close service requests and incidents.
8. 8. Track status and produce reports.
9. 9. Identify and classify problems.
10. 10. Investigate and diagnose problems.
11. 11. Raise known errors.
12. 12. Resolve and close problems.
13. 13. Perform problem management for incidents S1/S2 & recurring incidents for all severity incidents.
14. 14. Evaluate, prioritize and authorize change requests.
15. 15. Manage emergency changes.
16. 16. Track and report change status.
17. 17. Close and document the changes.
18. 18. Establish an implementation plan.
19. 19. Plan business process, system and data conversion.
20. 20. Plan acceptance tests.
21. 21. Establish a test environment.
22. 22. Perform acceptance tests.
23. 23. Promote to production and manage releases.
24. 24. Provide early production support.
25. 25. Perform a post-implementation review
26. 26. Establish and maintain a configuration model.
27. 27. Establish and maintain a configuration repository and baseline.
28. 28. Maintain and control configuration items.
29. 29. Produce status and configuration reports.
30. 30. Verify and review integrity of the configuration repository.
31. 31. Assess current availability, performance and capacity and create a baseline.
32. 32. Assess business impact.
33. 33. Plan for new or changed service requirements.
34. 34. Monitor and review availability and capacity.
35. Investigate and address availability, performance and capacity issues

Desired Competencies (Technical/Behavioral Competency)

Must-Have**

(Ideally should not be more than 3-5)

ITIL 4.0 & SIAM Certification and worked in Large corporate on Similar role

Good-to-Have

• Strong written and verbal Communication, negotiation, client Management , MIS and presentation .

Role**

SIAM and ITSM Lead

Required Technical Skill Set**

• Incident management, Problem management, Change Management, Vendor Management & Knowledge Management

Good to have Technical Skill Set

• PMO and SLA Management.