Graduate ITIL Certified Service Management Specialist

TaTa Consultancy Services Ltd
25,000 + benefits
18 Mar 2017
17 Apr 2017
Contract Type
Full Time
Tata Consultancy Services is an IT services, consulting and business solutions organization that delivers real results to global business, ensuring a level of certainty no other firm can match. TCS offers a consulting-led, integrated portfolio of IT, BPS,infrastructure, engineering and assurance services. This is delivered through its unique Global Network Delivery Model, recognized as the benchmark of excellence in software development. A part of the Tata group, India's largest industrial conglomerate, TCS has over 353,000 of the world's best-trained consultants in 46 countries. The company generated consolidated revenues of US $16.5 billion for year ended March 31, 2016 and is listed on the National Stock Exchange and Bombay Stock Exchange in India.

We are currently recruiting for our 2017 Graduate Talent Recruitment scheme. As part of this scheme we have a structured initial learning program for 3 months followed by our continuous learning program.

Essential Skills-

- Knowledge and experience on Major Service Management processes - Incident, Problem, Change, Event, Release and Deployment & Configuration Management
- Knowledge and hands on experience on IT SM tools- Service Now, BMC remedy, HP SM, SD Plus
- ITIL V3 foundation Certification ( Mandate)
- Recent graduate from a relevant background

Key Responsibilities-

A.Incident Management-

- Provided ownership and responsibility for end to end Management activities for all Major Incidents.
- Conduct Post incident Review (PIR) meetings with technical teams for research on the root-causes of Incidents and thus ensures the enduring elimination of interruption.

- Chair bridge calls for effective coordination, incident resolution, service restoration
- Continuously follow-up with support team for relevant notification updates per SLA, and drive resolution
- Preparing monthly status dashboard capturing the KPI's, stats and availability of systems.

B.Problem Management -

- Approving the results of root cause analysis (RCA)
- Creation of Problem Tickets for all the Repetitive Incidents
- Chairing Problem Authority Board (PAB) calls for reviewing progress and results of Problem Tickets with client and (senior) management
- Tracking/Receiving RCA's from Third Party/Vendor, who provides hardware and software support to clients

C.Change Management-

- Review and provide the approval regarding the priority of the change request (Minor or Major).
- Reviews all implemented changes to ensure that they have met their objectives; refers back any that have been backed out or have failed.
- Conduct Post Implementation Review for all the failed changes and analyse the impact of failure.
- Reviews all outstanding RFCs, analyse change records to determine any trends along with the closing of RFC's and then producing regular management reports.

* Due to the nature of this role and the possibility of European travel, candidates are expected to satisfy the requirements for free movement of workers within the EU Member States (which may include, for example, a requirement to hold a valid EU passport).