Job Description
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. • Solid 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

📌 ITSM (Mumbai)
🏢 Tata Consultancy Services
📍 Mumbai