Business Consultant

TATA Consulting Services•Philadelphia, PA

64d•$110,000 - $130,000

About The Position

Experience as a Service Assurance Consultant responsible for ensuring quality and continuity of IT services. Works closely with operations, engineering, and business stakeholders to monitor, report, and improve service performance. Deep understanding of ITIL frameworks and service delivery metrics.

Requirements

10+ years of experience
Experience as a Service Assurance Consultant responsible for ensuring quality and continuity of IT services.
Works closely with operations, engineering, and business stakeholders to monitor, report, and improve service performance.
Deep understanding of ITIL frameworks and service delivery metrics.

Responsibilities

Ensures end-to-end service performance and compliance with SLAs/OLAs across multiple business-critical services.
Monitors service availability and performance, proactively identifying and addressing incidents before they impact customers.
Coordinates with operations, engineering, and vendor teams to drive rapid incident resolution and problem management.
Analyzes trends and produces reports/dashboards for management on service health, availability, and capacity.
Leads root-cause analysis and continuous improvement initiatives to enhance service reliability.
Provides governance over change, incident, and problem management processes in alignment with ITIL best practices.
Acts as a key contact for service-related escalations, ensuring effective communication with stakeholders.
Develops and maintains service assurance policies, procedures, and documentation.
Conducts service reviews and risk assessments, recommending mitigations and improvements.
Trains and mentors junior staff on service assurance practices and tools.