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Incident Management Specialist

2 months ago

Pune, India Tata Consultancy Services Full time

Dear Candidate


Greetings from TCS


Role: Incident Manager


Location: Pune/Kochi


Experience Range: 7 to 12 Years


Job Description:


  • Ensure adherence to the problem management process.
  • Identify and execute improvement of the problem management process.
  • Drive the problem management process.
  • Ensure communication, reporting and escalation for problems.
  • Ensures quality of “known error” record and the knowledge database.
  • Conduct post resolution review of critical problems with SDM.
  • Be accountable for the delivery of RCA/IRs.
  • Act as a mentor to other ITIL processes for improvements related to problems and problem management process.
  • Build awareness of the problem management process across teams and act as a problem management process expert.
  • Ensure problem tickets are maintained up to date and escalated to the track leads on daily basis.
  • Creates daily/weekly and monthly metrics reports for management.
  • Standard way to define key responsibilities during an incident.
  • Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
  • Provide first-line investigation and diagnosis of all Incidents and Service Requests.
  • Resolve Incidents within the specified Service Level Agreements/Operational Level Agreement.



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