s
P1/P2 escalation ownership — end to end resoluti
onReal-time SLA monitoring across Chat, Phone & Email channe
lsMajor Incident Management (MIM) & stakeholder communicati
onShift handover briefings & coverage coordinati
onSLA metrics ownership: FRT, MTTR, FCR rate, Breach Rate, CS
ATCoaches & mentors agents who are in shi
ftITIL Foundation mandatory | Practitioner preferr
edStrong communication and customer service skil
lsBasic understanding of IT infrastructure (Windows OS, networking, application
s)Knowledge of ITIL processes (Incident, Request, Problem Management) is preferr
edAbility to troubleshoot and resolve basic technical issu
esFamiliarity with ServiceNow ticketing to
olGood analytical and problem-solving skil
lsAbility to multitask and work in a rapid-paced environme
ntSN Role descriptions / Expectations from the Ro
leStrong communication and customer service skil
ls
📌 TCS IS HIRING FOR SD Lead (Chennai)
🏢 Tata Consultancy Services
📍 Chennai
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