Tcs is Hiring For ITSM Analyst For Gurugram Location on 22nd June

Interview Location: Gurugram

Interview Venue: TATA Consultancy Services Skyview Corporate Park Expy, Sector 74A, Gurugram, Haryana 122004

Interview Time: 9AM-1PM

Experience Range: 4-12 yrs

Job description:

TCS has always been in the spotlight for being adept in the next big technologies. What we can offer you is a space to explore varied technologies and quench your techie soul.

What we are looking for:

Role and Responsibilities

Incident Management: -

1. Own the Incident Management process and manage the incident life cycle.
2. Provide adequate process awareness for the organization.
3. Manage effectiveness and efficiency of the process.
4. Review all the escalated incidents and take appropriate actions.
5. Focus teams on the restoral of services for the customer.
6. Monitor and report the performance of the process.
7. Identify opportunities for process improvement.
8. Govern continual service improvement and own the Incident Management process.

Major Incident Management: -

1. Participate in conference calls, meetings and war rooms during major incidents.
2. Participate in the post incident management review meetings.
3. Raise problem record to the concerned team to identity the root cause for all the major outages and create KB articles wherever necessary.
4. Resolve possible conflicts during vendor engagement.
5. Provide an insight to higher management regarding Major Incident Management process.
6. Resolve conflicts in the process.
7. Resolve order of play service reinstatement issues, especially business prioritization.
8. Review Major Incident handling and provide feedback as needed.

Problem Management: -

1. Perform incident tickets analysis and tag a problem record with the relevant team for the recurring incidents to identify permanent fix.
2. Diagnose the problem by using techniques such as five why, fishbone etc.
3. Generate reports to analyze the progress made with the problem records raised.
4. Create KB articles in KEDB.