TCS is looking for talented 5-10 years of experience. This could be your chance to shine!Role & responsibilities
Must-Have :
1. Service Now ticketing tool.
2. ITIL knowledge
3. Incident Handling
SLA understanding Good-to-Have :
1. Microsoft Excel
2. RCA Analysis
Positive Communication
Roles Description :
- Incidents in the queue should be reviewed periodically
- Unassigned incidents handled first.
- P1 and P2 incidents should be handled above everything else
- Review the teams queue and check if any incidents are in Work in progress
- Review and action all incidents, requests, and RITMs.
- Ensure queues with no aging tickets.
- Follow SLA commitments and escalate where required
- Make detailed notes and provide incident summaries.
- Ensure stakeholder communications are sent during major incidents.
- Ensure all Business Partner emails to the respective distribution lists.
- Monitor and maintain the Incident Management mailbox.
- Respond to incident-related emails promptly.
- Route communications to appropriate distribution lists.
- Keep business users and stakeholders informed of progress
- Manage incidents using ServiceNow.
- Generate operational reports and dashboards.
- Maintain incident records accurately.
- Ensure proper categorization, prioritization, and assignment of incidents
- Perform Root Cause Analysis (RCA) for recurring issues.
- Identify trends and recommend preventive actions.
- Create and maintain knowledge articles.
Note: Please apply only if you are available for the face-to-face interview scheduled on 5 September 2026 in Chennai. Shortlisted candidates will be notified via email with the venue details.