Location - Kolkata / Hyderabad
Exp - 7 - 12
Skill -SIAM

Responsibilities

ITSM Process Ownership
Own and govern core ITIL processes, including:
Incident Management
Problem Management
Change & Release Management
Service Request Management
Major Incident Management
Ensure process compliance, audit readiness, and continual maturity improvement.
Drive reduction in incident recurrence through strong Problem & RCA governance.
Vendor & Supplier Management
Manage strategic and operational vendors, ensuring:
SLA / OLA adherence
Performance scorecards and reviews
Clear escalation paths and accountability
Lead vendor onboarding/offboarding under SIAM model.
Challenge vendors on service quality, responsiveness, and contractual commitments.
Service Performance & Reporting
Own end‑to‑end service performance dashboards covering SLA, XLAs, availability, and customer experience.
Present executive‑level service reviews (MSR, QBR, SRB) to customer leadership.
Track and drive improvements in CSAT, MTTR, backlog reduction, and service stability.
Continual Service Improvement (CSI)
Identify,



prioritize, and drive CSI initiatives across people, process, and technology.
Sponsor automation, tooling optimization, and shift‑left initiatives to improve efficiency and quality.
Ensure tangible business benefits are tracked and realized.
Stakeholder & Leadership Engagement
Act as trusted advisor to customer IT leadership.
Collaborate closely with TCS Delivery Leads, SDMs, and Tower Leads.
Provide transparent, concise, and outcome‑focused communication to senior stakeholders.
ITIL v4 certification (Mandatory)
SIAM certification (Preferred)
Technical & Process Skills
Strong expertise in ITSM / ITIL v4
Hands‑on experience with SIAM operating models
Deep understanding of multi‑vendor service delivery
Strong exposure to ITSM tools (ServiceNow preferred)
Leadership & Behavioral Skills
Strong ownership mindset with accountability focus
Excellent stakeholder management & communication
Data‑driven decision mak

📌 TCS IS HIRING FOR SIAM (Kolkata)
🏢 Tata Consultancy Services
📍 Kolkata