Role & responsibilities

Job Requirements* 6 to 8 + Years of experience in ITIL Domain. An experienced Service Management professional with 68 + years of hands-on experience in managing IT services, ensuring service excellence, SLA compliance, and continuous service improvement. The role requires robust stakeholder management, process governance, and operational leadership aligned with ITIL best practices.
Key Responsibilities* • Manage Incident, Service Request, and Major Incident processes ensuring SLA adherence. Handling Major Incident Management independently. • Lead Major Incident bridges, stakeholder communication, and post-incident RCA • Drive Problem Management, root cause analysis, and prevention of recurring issues • Govern Change Management, including risk assessment and CAB/ECAB participation & PIR Evaluation. • Ensure CMDB accuracy, CI relationships,



and support impact analysis • Maintain and promote Knowledge Management to enable faster resolution and shift-left • Track KPIs, ensure process compliance, and drive Continuous Service Improvement
Section Details / Example Content Domain - Service Management using ITIL Framework. " You will be working on ITSM processes governing Incident, Change, Problem, Service Request, Major Incident, CMDB, and Knowledge Management, ensuring SLA adherence and operational excellence." Soft Skills - Excellent communication - Team collaboration - Documentation and knowledge sharing Education Requirements Bachelor's / B-Tech / Graduate Certifications ITILV4 Foundation (preferred)

📌 Face 2 Face Interview For Service Management at kolkata
🏢 Tata Consultancy Services
📍 Kolkata