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Role Overview

We are looking for a skilled ITSM Lead to manage and optimize IT Service Management processes across a large enterprise setting. The role will be responsible for driving Incident, Problem, Change, Service Request, Configuration, Availability, and Capacity Management processes while ensuring service excellence, operational efficiency, and continuous service improvement aligned with ITIL best practices.

Key Responsibilities

Incident & Service Request Management
Define and maintain incident and service request classification frameworks.
Manage end-to-end incident and request lifecycle, ensuring timely resolution and closure.
Coordinate with support teams for incident investigation, diagnosis, and recovery.
Monitor incident trends and drive process improvements.
Prepare and share operational performance reports.

Problem Management
Identify, classify, and prioritize problems arising from recurring incidents.




Conduct Root Cause Analysis (RCA) for Severity 1 and Severity 2 incidents.
Maintain Known Error Database (KEDB) and ensure resolution of recurring issues.
Drive preventive and corrective actions to improve service stability.

Change Management
Evaluate, prioritize, and facilitate change requests.
Manage standard, normal, and emergency changes.
Ensure compliance with change management policies and governance.
Monitor change success rates and conduct post-implementation reviews.

Release & Configuration Management
Support release planning, user acceptance testing, deployment, and production rollout activities.
Maintain CMDB and configuration repositories.
Ensure the accuracy and integrity of Configuration Items (CIs).
Conduct configuration audits and generate status reports.

Capacity, Availability & Performance Management
Monitor service availability, performance, and capacity.
Establ

📌 Itsm Lead Bengaluru (India)
🏢 Tata Consultancy Services
📍 India