TCS IS HIRING FOR SD Lead

Location- Chennai

Exp- 6-8 years

Skills- SD Lead

Responsibilitie

• s
  P1/P2 escalation ownership — end to end resoluti
• onReal-time SLA monitoring across Chat, Phone & Email channe
• lsMajor Incident Management (MIM) & stakeholder communicati
• onShift handover briefings & coverage coordinati
• onSLA metrics ownership: FRT, MTTR, FCR rate, Breach Rate, CS
• ATCoaches & mentors agents who are in shi
• ftITIL Foundation mandatory | Practitioner preferr
• edStrong communication and customer service skil
• lsBasic understanding of IT infrastructure (Windows OS, networking, application
• s)Knowledge of ITIL processes (Incident, Request, Problem Management) is preferr
• edAbility to troubleshoot and resolve basic technical issu
• esFamiliarity with ServiceNow ticketing to
• olGood analytical and problem-solving skil
• lsAbility to multitask and work in a fast-paced environme
• ntSN Role descriptions / Expectations from the Ro
• leStrong communication and customer service skil

ls
Skills Required
Incident Management, Servicenow, Problem Management, Itil Foundation, Application, Networking, Windows Os