Tcs Opportunity For ITSM - Incident , Problem, Change and Service Requ

Tata Consultancy Services; Chennai District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Tata Consultancy Services in Chennai seeks an experienced ITSM Engineer to manage incidents and service operations. You will coordinate resolutions across support teams, drive major incident communications, and ensure SLA/OLA adherence while maintaining governance of changes, service requests, and ITSM tooling.

Ideal candidates bring 5–12 years of experience, familiarity with ServiceNow, and strong analytical skills to drive continual service improvement within an enterprise environment.

Qualifications

• Must have extensive IT service management experience.
• Proven incident lifecycle management expertise.
• Ability to coordinate cross-team resolutions and communications.
• Experience handling P1/P2 major incidents.
• Strong change governance and CAB coordination.
• Experience with reporting and governance processes.

Responsibilities

• Manage incidents throughout their lifecycle and coordinate resolution across support teams.
• Lead bridge calls during major outages and drive incident communications.
• Perform root cause analysis and track recurring incidents to prevent recurrence.
• Review and authorize changes; coordinate CAB meetings and assess risks.
• Monitor service request queues and ensure SLA adherence.
• Track and report on SLA, OLA, KPI performance and drive service improvements.
• Administer ITSM tools (ServiceNow) and govern CMDB and workflows.
• Create operational dashboards and governance-ready reports.

Skills

Incident Management

Major Incident

Problem Management

Change Management

Service Request Mgmt

SLA & KPI

ITSM Tool Admin

Reporting & Governance

Stakeholder Mgmt

Education

15 years of full-time education

Tools

ServiceNow

Job description

TCS has been a great pioneer in feeding the fire of Young Techies like you. We are a global leader in the technology arena and there's nothing that can stop us from growing together.

Experience Range: 5 - 12 Yrs

What we are looking for

Must Have

Incident Management

• Manage incidents throughout their lifecycle.
• Coordinate resolution across support teams.
• Handle P1/P2 major incidents.
• Conduct incident reviews and post-incident reports.
• Ensure SLA compliance.

Major Incident Management

• Lead bridge calls during critical outages.
• Coordinate stakeholders and technical teams.
• Drive incident communications.
• Manage escalation procedures.
• Restore business services within agreed timelines.

Problem Management

• Perform root cause analysis (RCA).
• Track recurring incidents.
• Manage Known Error Database (KEDB).
• Drive permanent fixes and preventive actions.

Change Management

• Review and authorize changes.
• Coordinate CAB meetings.
• Assess risk and business impact.
• Monitor change implementation success.
• Ensure compliance with change governance.

Service Request Management

• Monitor service request queues.
• Improve request fulfillment processes.
• Ensure SLA adherence.
• Support automation initiatives.

Service Level Management

• Monitor SLA, OLA and KPI performance.
• Generate operational reports.
• Conduct service reviews.
• Drive continual service improvement.

ITSM Tool Administration

• Administration of ServiceNow.
• Workflow and process management.
• Incident and Change module support.
• CMDB management and governance.

Reporting & Governance

• Create operational dashboards.
• Generate weekly and monthly service reports.
• Support governance meetings.
• Maintain process documents and SOPs.

Stakeholder & Vendor Management

• Coordinate with customers and business users.
• Manage vendor performance.
• Drive service quality improvements.
• Ensure customer satisfaction.

Minimum Qualification:

• 15 years of full-time education

Virtual Interview on 21st Aug 2026 (Friday)

Your personal data will be retained by TCS for as long as TCS determines it is necessary to evaluate your application for employment as per our retention policy. You have the right to request TCS for temporary/permanent exclusion of your candidature from any recruitment related communication . For any such request you may write to careers.tcs.com.