Problem Management Specialist - Change Management Role at Bangalore

About TCS

Tata Consultancy Services (TCS) is a global leader in IT and business solutions with a workforce exceeding 612,000 employees across 55 nations. In the fiscal year 2023-24, TCS reported revenues of 29.08 billion USD. The company delivers numerous services including Cloud Infrastructure, Cognitive Business Operations, Cybersecurity, Consulting, Enterprise solutions, Internet of Things/Digital engineering, and Data & Analytics. TCS is recognized as one of the largest equal opportunity employers in India with a strong representation of women in their workforce and is continuously ranked among India's most respected companies.

Responsibilities

• Monitor incident patterns to detect emerging problems proactively.
• Carry out thorough root cause analyses for major issues.
• Collaborate closely with IT teams to gather necessary data and insights for analyzing problems.
• Formulate and execute action plans aimed at resolving identified problems efficiently.
• Coordinate with appropriate teams to ensure issues are addressed promptly and track resolution progress.
• Maintain and enhance problem management processes and related documentation.
• Ensure compliance with ITIL best practices throughout the problem management lifecycle.
• Regularly review and update policies and procedures for problem management.
• Communicate clearly with stakeholders including IT personnel, management, and end users regarding problem status.
• Prepare and circulate routine reports and updates on problem management activities.
• Moderate problem review meetings and post-mortem discussions to foster continuous learning.
• Identify areas for process optimization and automation to improve efficiency.
• Implement process improvements and deliver training to IT staff on problem management tools and practices.

Requirements

• Demonstrated experience in IT service management especially focused on problem management.
• In-depth knowledge of the ITIL framework and its best practice guidelines.
• Proven analytical capabilities combined with strong problem-solving skills.
• Excellent communication and interpersonal abilities.
• Team-oriented mindset with the ability to collaborate effectively.
• Familiarity with ITSM tooling such as ServiceNow or BMC Remedy is advantageous.
• ITIL Foundation certification or higher preferred.
• Prior experience in a similar capacity within a large enterprise context.
• Understanding of incident and change management processes.
• Experience with data analysis and reporting tools is a plus.

Eligibility

Applicants must hold a graduate degree regardless of discipline.