Job DescriptionITSM
n

nITSM
nLocation: Mumbai
nExperience: 6 years to 10years
n

nInterview Mode: Online Interview
nInterview Date: 3rd Sep 2025 (Thursday)
nInterview Time: 11: 00 AM to 1: 00 PM
n

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

nMust-Have:
n• 6+ years of experience in IT Service Management, including Major Incident and Problem Management.
n• Robust 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• Strong 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• Strong analytical and problem-solving capabilities.
nPreferred Qualifications




n• ITIL Foundation/Intermediate/Managing Professional 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.
nKey Performance Indicators (KPIs)
n• Major Incident Resolution Time (MTTR)
n• SLA Compliance Percentage
n• Reduction in Repeat Incidents
n• Problem Resolution Effectiveness
n• RCA Timeliness and Quality
n• Customer Satisfaction (CSAT)
n• Process Compliance Score
n• Service Availability and Stability Metrics
n

nKey responsibilities:
nMajor Incident Management
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, leadership, and

📌 ITSM (Maharashtra)
🏢 Tata Consultancy Services
📍 Maharashtra