Process Expert

Process Expert

Tata Consultancy Services
Hong Kong
5 - 6 Years
Not Specified

Job Description

Service management SPOC for TCS
Overall coordination for ASIA Delivery for Tapestry.
Key areas of responsibility include the development and governance of processes for Major Incident, Problem & Change Management.
Handling the complete life cycle of all critical incidents till effective resolutions.
Proving continuous communications to clients for all Major Incidents for progress updates.
Set up Bridge calls with Resolver groups and Stake Holders and drive them to quick resolution effectively.
Responsible for coordination with resolver groups involved & keep proper governance on the calls.
Arranging, running, documenting and all follow-up activities relating to Incident Process
Responsible for problem management and doing Root Cause Analysis (RCA) of major incidents and getting a fix applied to avoid recurrence.
Publish Monthly Service Review Report for the Monthly Strategic Review Meeting with client.
End to end ownership of Service Level Agreements (SLA) and maintaining them to agreed levels

Job Details




Tata Consultancy Services is an IT services, consulting and business solutions organisation that delivers real results to global business, ensuring a level of certainty no other firm can match. TCS offers a consulting-led, integrated portfolio of IT, BPS, infrastructure, engineering and assurance services. This is delivered through its unique Global Network Delivery Model™, recognised as the benchmark of excellence in software development. A part of the Tata group, India’s largest industrial conglomerate, TCS has over 378,000 of the world’s best-trained consultants in 45 countries. The company generated consolidated revenues of US $16.5 billion for year ended March 31, 2016 and is listed on the BSE (formerly Bombay Stock Exchange) and the NSE (National Stock Exchange) in India. For more information, visit us at

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