SC Incident and Knowledge SME

Tata Consultancy Services LimitedSydney, Sydney🇦🇺AustraliaPosted 12 Sept 2026

Why This Role Stands Out

This role offers a fantastic opportunity to shape service desk operations and drive impactful improvements within a globally recognized company, allowing you to hone your ITIL expertise and leadership skills. If you excel at problem-solving, process optimization, and fostering knowledge sharing, you'll thrive in this hybrid position where you can contribute significantly while enjoying flexible work arrangements. Apply now to leverage your skills and advance your career in a dynamic environment.

Quick Overview

Seniority

Mid Senior

Employment type

Full Time

Work mode

Hybrid

Location

Sydney, Sydney, Australia

CSAT

Job Description

Serve as the primary SME for Service Desk operations, processes, and best practices.
Monitor Service Desk performance against agreed SLAs, OLAs, and KPIs.
Conduct trend analysis on incidents, service requests, and recurring issues.
Drive initiatives to improve First Contact Resolution (FCR), customer satisfaction (CSAT), and ticket quality.
Ensure alignment with ITIL and organizational ITSM standards.
Own and govern the Knowledge Management framework and lifecycle.
Establish and maintain Knowledge-Centered Service (KCS) practices.
Major Incident (P1/P2) responsibilities and restore service as quickly as possible.

SKILLS & EXPERIENCE

Detailed knowledge of all ITIL Service Management Process which includes implementation and BAU activities.
Exceptional understanding of Operations and ITSM Process.
Understanding of IT Service Management and monitoring related tools.