Service Management

TCS Hiring !!!

Role: Service Management

Exp: 4-10 Years

Location: Chennai

JD

Must-Have

• Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, and customers.
• Actively listening and accurately paraphrasing technical information, simplifying it, as necessary, for all bridge participants to understand the status of the incident resolution or service restoration.
• Provides point of contact for process related questions or issues and facilitates process related meetings such as daily operations, Incident governance and review, Change Advisory Board, Problem Review Board, etc.
• Maintaining control of bridge conference calls while handling Major incidents and audits diplomatically.
• Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.Process engineering, along with presenting operational and service level reports and explaining service level support available.
• Compiles, analyzes and reports statistical data and trends relating to service level compliance (SLA adherence) and operational effectiveness to assist with eliminating reoccurring issues.
• Facilitates standard processes for ITIL core functions such as Major Incident Management, Change Management, Problem Management, etc.
• Effective written and verbal communication skills with the ability to successfully influence and negotiate with the client / vendors to ensure positive outcome in the delivery of service.
• Excellent customer service, conflict resolution, facilitation and executive presentation skills required.

Good-to-Have

• Preferring ITIL & Service Operations certified
• Experienced in Infrastructure projects