Location-Pune

Exp-12 - 20 yrs

Skill-SDM

Responsibilities

- Monitor SLAs, KPIs, operations dashboards, and ensure deviations are corrected promptly.
- Govern Incident, Problem, and Change management processes in compliance with ITIL.
- Conduct root-cause analysis and drive long-term solutions for recurring issues.
- Coordinate service transition and ensure operational readiness for new deployments.
- Manage the Life Cycle Management across the Infrastructure Landscape within the End of Life.
- Act as the primary point of contact for client stakeholders, ensuring expectations are met.
- Handle escalations and customer complaints, ensuring timely and effective resolution.
- Represent ITIS delivery in governance calls, CAB meetings, and steering committees.
- Lead onshore/offshore delivery teams and vendor resources supporting infrastructure operations.
- Mentor and coach team members; ensure performance reviews, skill development, and operational readiness.
- Ensure effective resource utilization and staffing for continuous service delivery.
- Drive service improvement initiatives to enhance stability, efficiency, and customer satisfaction.




- Implement best practices from ITIL, TCS frameworks, and global IT services benchmarks.
- Enable automation opportunities and process optimization across operations.
- Oversee service provider performance, ensuring contract deliverables are met.
- Manage procurement of IT hardware, software, and support services as required.
- ITIL Foundation / Intermediate (mandatory in many ITIS accounts)
- PMP / PRINCE2 – beneficial for governance-heavy accounts
- Cloud certifications (AWS/Azure/GCP) – desirable
- Industry references list ITIL, PMP, PRINCE2, and more as typical SDM certifications.
- Strong understanding of infrastructure domains (server, storage, virtualization, cloud).
- Working knowledge of service management tools (ServiceNow).
- ITIL processes (Incident, Problem, Change) expertise.
- Excellent communication and stakeholder management capabilities.
- Strong analytical problem solving and strategic thinking.
- Ability to manage large teams in quick paced enterprise environments.

📌 TCS IS HIRING FOR SDM (Maharashtra)
🏢 Tata Consultancy Services
📍 Maharashtra