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TCS IS HIRING FOR SIAMTata Consultancy Services • Kolkata, India
TCS IS HIRING FOR SIAM

TCS IS HIRING FOR SIAM

Tata Consultancy Services • Kolkata, India
21 days ago
Job description

Location - Kolkata / Hyderabad

Exp - 7 - 12

Skill -SIAM

Responsibilities

  • ITSM Process Ownership
  • Own and govern core ITIL processes, including:
  • Incident Management
  • Problem Management
  • Change & Release Management
  • Service Request Management
  • Major Incident Management
  • Ensure process compliance, audit readiness, and continual maturity improvement.
  • Drive reduction in incident recurrence through strong Problem & RCA governance.
  • Vendor & Supplier Management
  • Manage strategic and operational vendors, ensuring:
  • SLA / OLA adherence
  • Performance scorecards and reviews
  • Clear escalation paths and accountability
  • Lead vendor onboarding/offboarding under SIAM model.
  • Challenge vendors on service quality, responsiveness, and contractual commitments.
  • Service Performance & Reporting
  • Own end‑to‑end service performance dashboards covering SLA, XLAs, availability, and customer experience.
  • Present executive‑level service reviews (MSR, QBR, SRB) to customer leadership.
  • Track and drive improvements in CSAT, MTTR, backlog reduction, and service stability.
  • Continual Service Improvement (CSI)
  • Identify, prioritize, and drive CSI initiatives across people, process, and technology.
  • Sponsor automation, tooling optimization, and shift‑left initiatives to improve efficiency and quality.
  • Ensure tangible business benefits are tracked and realized.
  • Stakeholder & Leadership Engagement
  • Act as trusted advisor to customer IT leadership.
  • Collaborate closely with TCS Delivery Leads, SDMs, and Tower Leads.
  • Provide clear, concise, and outcome‑focused communication to senior stakeholders.
  • ITIL v4 certification (Mandatory)
  • SIAM certification (Preferred)
  • Technical & Process Skills
  • Strong expertise in ITSM / ITIL v4
  • Hands‑on experience with SIAM operating models
  • Deep understanding of multi‑vendor service delivery
  • Strong exposure to ITSM tools (ServiceNow preferred)
  • Leadership & Behavioral Skills
  • Strong ownership mindset with accountability focus
  • Excellent stakeholder management & communication
  • Data‑driven decision making
  • Ability to influence without authority
  • Calm, structured approach during major incidents and escalations
  • Key Success Measures (KPIs)
  • SLA / OLA compliance
  • Reduction in repeat incidents & aged backlog
  • Vendor performance improvements
  • CSI benefits realized
  • Customer satisfaction (CSAT)
  • Audit & compliance adherence


Skills Required
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TCS IS HIRING FOR SIAM • Kolkata, India

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