Senior IT Service Desk Lead: Incident, Automation & Cloud

Tata Consultancy Services; Taguig; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Tata Consultancy Services in Manila is seeking a seasoned IT Service Desk Lead to act as the Tier 3 escalation point for critical incidents and to guide cross-functional teams across global vendors. The role emphasizes root-cause analysis, automation advocacy, and knowledge sharing to reduce tickets and improve service quality.

The successful candidate will bring 4–6+ years in IT support, strong ITIL expertise, and proven ability to coordinate complex resolutions with stakeholders and

Qualifications

• 4–6+ years in IT Service Desk or Technical Support with 2–3 years in supervisory/SME/lead capacity
• Strong ITIL-based incident, problem, and escalation management; including P1/P2 bridge leadership and root cause analysis
• Proficiency with ServiceNow or comparable ITSM platform, plus strong documentation and knowledge-management skills
• Excellent stakeholder communication, client-facing presentation, team guidance, and coordination across global teams and vendors

Responsibilities

• Act as the Tier 3 technical escalation point for critical and complex incidents.
• Lead troubleshooting bridges for Priority 1 and Priority 2 incidents and coordinate timely technical resolution.
• Perform in-depth Root Cause Analysis and problem management; implement permanent corrective actions.
• Drive resolution of infrastructure, authentication, networking, and cloud-related issues.
• Collaborate with engineering teams to reduce repetitive tickets through automation, self-service, and shift-left.
• Provide technical guidance and troubleshooting support to Service Desk analysts; drive knowledge sharing.
• Participate in client and stakeholder governance meetings and present technical findings to leadership.
• Participate in Service Reviews and Change Advisory Board meetings.
• Support audits, compliance reviews, access certification, and related evidence requirements.
• Maintain accurate technical documentation, SOPs, knowledge articles, and architecture diagrams.
• Coordinate technical activities with global teams and external vendors.
• Report to the Service Delivery Manager and support service-quality, operational-stability, and continuous-improvement

Skills

IT service desk experience

Technical leadership

ITIL incident management

Escalation management

Stakeholder communication

Tools

ServiceNow

Knowledge management tools

Job description

Tata Consultancy Services in Manila is seeking a seasoned IT Service Desk Lead to act as the Tier 3 escalation point for critical incidents and to guide cross-functional teams across global vendors. The role emphasizes root-cause analysis, automation advocacy, and knowledge sharing to reduce tickets and improve service quality.

The successful candidate will bring 4–6+ years in IT support, strong ITIL expertise, and proven ability to coordinate complex resolutions with stakeholders and