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
- Transparent 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 clear, 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 focu

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