ITSM

ITSM

Location: Mumbai

Experience: 6 years to 10years

Interview Mode: Online Interview

Interview Date: 3rd Sep 2025 (Thursday)

Interview Time: 11: 00 AM to 1: 00 PM

Mandatory: ITIL Framework Knowledge, Incident, Problem, Change, Service Request, SLA & KPI Management, Documentation and Reporting (RCA, MSR, WSR, Aging, etc.)

Must-Have:

- 6+ years of experience in IT Service Management, including Major Incident and Problem Management.
- Strong knowledge of ITIL Incident, Problem, Change, and Service Level Management processes.
- Proven experience managing P1/P2 incidents in complex enterprise environments.
- Experience with SLA management, KPI reporting, and service governance.
- Strong understanding of RCA methodologies (5 Whys, Fishbone, Fault Tree Analysis, etc.).
- Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar.
- Excellent communication, stakeholder management, and leadership skills.
- Strong analytical and problem-solving capabilities.

Preferred Qualifications

- ITIL Foundation/Intermediate/Managing Professional certification.
- Experience working in global 24x7 support environments.
- Knowledge of Agile, DevOps, Cloud, and SRE practices.
- Experience in process improvement and operational excellence initiatives.

Key Performance Indicators (KPIs)

- Major Incident Resolution Time (MTTR)
- SLA Compliance Percentage
- Reduction in Repeat Incidents
- Problem Resolution Effectiveness
- RCA Timeliness and Quality
- Customer Satisfaction (CSAT)
- Process Compliance Score
- Service Availability and Stability Metrics

Key responsibilities:

Major Incident Management

- Lead and coordinate the resolution of high-priority (P1/P2) incidents impacting business-critical services.




- Chair major incident bridge calls and coordinate cross-functional technical teams.
- Ensure timely communication to stakeholders, leadership, and customers during critical incidents.
- Drive service restoration efforts while minimizing business impact.
- Conduct post-incident reviews and ensure corrective actions are implemented.

Problem Management

- Manage the end-to-end Problem Management lifecycle in accordance with ITIL best practices.
- Facilitate Root Cause Analysis (RCA) and identify recurring incident trends.
- Track and govern problem records through resolution.
- Drive permanent fixes and preventive measures to improve service stability.
- Monitor Known Error Database (KEDB) and ensure knowledge sharing across teams.

SLA & Service Governance
- Monitor and report on Incident and Problem Management SLAs and KPIs.
- Identify SLA breaches, perform trend analysis, and implement improvement plans.
- Develop and maintain service performance dashboards and executive reports.
- Ensure operational teams meet agreed service targets and commitments.

Process Compliance & Continuous Improvement
- Ensure compliance with Incident, Problem, Change, and Service Management processes.
- Conduct regular process audits and identify areas for improvement.
- Drive process standardization and automation initiatives.
- Support organizational ITSM maturity and continuous service improvement programs.
- Ensure adherence to governance, risk, and compliance requirements.

Stakeholder Management

- Act as the primary escalation point for critical incidents and service issues.
- Collaborate with IT Operations, Infrastructure, Application, Security, and Vendor teams.
- Present service performance, RCA findings, and improvement initiatives to senior management.
- Build robust relationships with business stakeholders and customers.

15 years of Continuous Education.

📌 ITSM (Mumbai)
🏢 Tata Consultancy Services
📍 Mumbai