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 clear, concise, and outcome‑focused communication to senior stakeholders.

- ITIL v4 certification (Mandatory)

- SIAM certification (Preferred)

- Technical &

- Process Skills

- Solid 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 making

- Ability to influence without authority

- Calm, structured approach during major incidents and escalations

- Key Success Measures (KPIs)

- SLA / OLA compliance

- Reduction in repeat incidents & aged backlog

- Vendor performance improvements

- CSI benefits realized

- Customer satisfaction (CSAT)

- Audit & compliance adherence

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