ITSM Engineer at Tata Consultancy Services in Seattle, Washington

Job Description:

• A strong understanding of core ITSM modules like incident management, problem management, change management,
• knowledge management, service level agreements (SLAs), configuration management, and a basic grasp of underlying
• IT infrastructure

• Lead the incident management process, ensuring incidents are logged, categorized, prioritized, and resolved in a timely
• manner.
• Monitor and escalate critical incidents to appropriate teams for swift resolution.
• Ensure the effective communication of incident status to stakeholders and end users.
• Manage the end-to-end change management process, including the creation, evaluation, approval, implementation, and
• post-implementation review of changes.
• Ensure changes are properly documented, tracked, and communicated throughout the lifecycle.
• Ensure compliance with established Change Management policies, procedures, and standards.
• Lead and facilitate regular Change Advisory Board (CAB) meetings to review, assess, and approve changes.
• Ensure CAB members are appropriately engaged and informed about the impacts of proposed changes.
• Prepare change reports and provide recommendations to senior management and stakeholders.
• Proactively identify and analyze trends, patterns, and recurring incidents to determine underlying problems.
• Conduct root cause analysis (RCA) for significant incidents and major disruptions.
• Review incident reports to detect underlying issues that need to be addressed through problem management.

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.