Role & responsibilities

- Worked on IT Service Management processes, like Incident, Major Incident Management &
- Problem. Have hands-on experience of using ServiceNow tool & reports.

- Work directly with IT management to align ServiceNow with IT Organization strategy.

- Proven problem solving & troubleshooting abilities using strong analytical skills & creative thinking.

- Experience on maturing ITSM processes.

- Hands-on experience on Service design.

- Driven customer weekly/monthly performance meetings

- Knowledge on building ServiceNow dashboards.

- Automated reports

- Understanding of SLAs &

- OLAs

- Must have hands-on experience on excel and power point presentations.

- Functional knowledge on ITIL processes and best practices.

Skill Set:

- Must have minimum 5+ years of relevant experience in working on ITSM processes.

- Must have hands on experience managing and supporting the IT Service Management processes like Incident, Major incident management &
- Problem management

- Experience on ServiceNow tool

- Excellent communication skills to Interface and communicate frequently with various teams across the group to guide on ITSM process, took refresher trainings.

- Must have valuable understanding to improve already implemented process, suggest improvements to drive automation.

- Must have good working knowledge on ServiceNow dashboards & reports.

- Must be capable to identify and lead improvement programmes through ITSM,



service delivery improvements, and process efficiencies.

- Well versed MS Office applications for reporting purposes.

- Security &

- Audit, Escalation Ticket handling, Helpdesk Ticket Coordination, Change management, Documentation, Reporting.

- Facilitate and manage end to end Incident Management Process.

- Drive the overall efficiency and effectiveness of the Incident Management process.

- Ensure management and customers are sufficiently informed about the Major Impacting Incidents.

- Ensures incidents resolution and management conform to process policies & standards.

- Provides input into important decisions regarding Incident Management supporting technology requirements.

- Responsible for the effective cooperation between Incident Management and other ITSM process managers.

- Monitoring and reporting the effectiveness of the Incident Management performance Recommend process improvement to the Incident Management Process Owner.

- End-to-end ownership of all incidents and requests including those that may need to be dispatched or escalated to more specialized entities for resolution

- Helpdesk and coordination support for business continuity, availability, and disaster recovery activities

- Helpdesk change management/change controls. (Problem resolution)

- Monitor Data Center Infrastructure and escalate services in case of issues

📌 Itsm Consultant (Mumbai)
🏢 Tata Consultancy Services
📍 Mumbai