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. • Robust 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 strong relationships with business stakeholders and customers. 15 years of Continuous Education.

📌 ITSM (Maharashtra)
🏢 Tata Consultancy Services
📍 Maharashtra