Role & responsibilities

Expectations from the Role

- Own end-to-end progression of complex, high-impact, aging, repeatedly reassigned or business-critical tickets until service restoration and confirmed closure.
- Act as the central coordination point across Service Desk, L2/L3, application, infrastructure, security, ServiceNow and vendor teams, maintaining explicit accountability.
- Validate ticket quality, impact, priority, diagnostics, evidence, assignment and escalation path before engaging resolver teams.
- Protect SLA and user experience through proactive follow-up, milestone tracking, clear communications, warm hand-offs and timely management escalation.
- Support major-incident identification and coordination, VIP/high-impact cases, cross-domain failures and urgent service recoveries in line with approved procedures.
- Use ServiceNow and available telemetry or knowledge insights to identify related incidents,



known errors, recurring patterns and likely resolution paths.
- Reduce avoidable transfers and deadlocks by challenging incorrect reassignments, clarifying ownership and facilitating technical bridge discussions where required.
- Capture detailed chronology, actions, decisions, dependencies and closure evidence to ensure transparency, auditability and effective post-incident review
- Identify systemic gaps in process, ownership, knowledge, automation and monitoring and route improvement actions to the appropriate governance forum.
- Provide trend reporting on escalation drivers, aging, resolver delays, repeat assignment, customer effort and recovery effectiveness.

Preferred candidate profile

📌 Service DeskE + Escalation Desk (Bengaluru)
🏢 Tata Consultancy Services
📍 Bengaluru