IT Service Management (ITSM) Engineer

About TCS:

Join Tata Consultancy Services, Asia Pacific and be part of an organization committed to sustainable development for our future. TCS follows the Tata group philosophy of building sustainable businesses that are rooted in the community and demonstrate care for the environment. Our unique values position us to combine a purpose-driven worldview with digital innovation, collaborating with customers, communities and governments to lead and shape innovative solutions for a sustainable future. TCS has been carbon neutral in its operations across 11 countries, 12 delivery centres and 18 offices in Asia Pacific since 2022. This is only the initial stage in TCS journey as we strive to achieve long-term net zero emissions by 2030.

Corporate sustainability is embedded in our triple-bottom-line, focusing on people, the planet, and our purpose. Our offices are designed with eco-friendly features that significantly reduce our carbon footprint and enhance energy efficiency. We actively champion green initiatives, such as promoting paperless operations, implementing energy-efficient practices, and fostering employee engagement in sustainability efforts. When you become part of the TCS family, you will play an essential role dedicated to innovation, excellence, and crafting a brighter, greener future together. Join us and be a part of our mission to drive sustainability through technology and talent at Tata Consultancy Services, APAC today.

KEY RESPONSIBILITIES

• Design and maintain ITSM processes including Incident, Problem, Change, and Request Management.
• Configure and manage ITSM tools (e.g., ServiceNow) to support service workflows and reporting.
• Monitor service performance and ensure adherence to SLAs and KPIs.
• Coordinate with IT support teams and vendors to resolve service issues and improve response times.
• Develop and maintain service documentation, knowledge base articles, and process guides.
• Conduct root cause analysis and implement corrective actions for recurring issues.
• Support service reviews, audits, and compliance activities.
• Drive continuous improvement initiatives to enhance service delivery and user satisfaction.
• Provide training and guidance to IT staff on ITSM processes and tools.
• Collaborate with cybersecurity, infrastructure, and application teams to ensure integrated service management.

SKILLS / COMPETENCIES

• Strong understanding of ITIL framework and ITSM best practices.
• Experience with ITSM platforms such as ServiceNow, BMC Remedy, or similar.
• Analytical skills for incident and problem resolution.
• Excellent communication and collaboration abilities.
• Ability to manage multiple priorities and work in a global environment.
• Process-oriented mindset with attention to detail.
• Experience in managing cross-functional and multicultural teams.
• Experience in service reporting and performance analysis.
• Knowledge of service governance and compliance requirements.

JOB SPECIFICATIONS

• Bachelor's degree in information technology, Computer Science, or related field.
• 37 years of experience in IT service management or IT operations roles.
• ITIL certification (Foundation or higher) is preferred.
• Experience in a global enterprise environment is beneficial.

Thank you for your interest in applying for this position with TCS. We will review your application and will get back to you if we are considering your interest in this opportunity.