Job DescriptionITSM
nITSM
nLocation: Mumbai
nExperience: 6 years to 10years
nInterview Mode: Online Interview
nInterview Date: 3rd Sep 2025 (Thursday)
nInterview Time: 11: 00 AM to 1: 00 PM
nMandatory: ITIL Framework Knowledge, Incident, Problem, Change, Service Request, SLA & KPI Management, Documentation and Reporting (RCA, MSR, WSR, Aging, etc.)
nMust-Have:
n
n
6+ years of experience in IT Service Management, including Major Incident and Problem Management.n
Strong knowledge of ITIL Incident, Problem, Change, and Service Level Management processes.n
Proven experience managing P1/P2 incidents in complex enterprise environments.n
Experience with SLA management, KPI reporting, and service governance.n
Robust understanding of RCA methodologies (5 Whys, Fishbone, Fault Tree Analysis, etc.).n
Experience with ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar.n
Excellent communication, stakeholder management, and leadership skills.n
Solid analytical and problem-solving capabilities.n

nPreferred Qualifications




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

nKey Performance Indicators (KPIs)
n
n
Major Incident Resolution Time (MTTR)n
SLA Compliance Percentagen
Reduction in Repeat Incidentsn
Problem Resolution Effectivenessn
RCA Timeliness and Qualityn
Customer Satisfaction (CSAT)n
Process Compliance Scoren
Service Availability and Stability Metricsn

nKey responsibilities:
nMajor Incident Management
n
n
Lead and coordinate the resolution of high-priority (P1/P2) incidents impacting business-critical services.n
Chair major incident bridge calls and coordinate cross-functional technical teams.n
Ensure timely communication to stakeholders, lea

📌 Itsm Raigarh
🏢 Tata Consultancy Services
📍 Raigarh