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Major Incident Manager

2 months ago

Pune, India Tata Consultancy Services Full time

TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and there’s nothing that can stop us from growing together.


What we are looking for

Role: Major Incident Manager

Experience Range: 6 – 12 Years

Location: Pune


Must Have:


  • Must have experience of 6+ yrs in Infrastructure Incident Management, Major Incident Management handling, Infrastructure operations and support
  • Relevant - Minimum 6 yrs of experience in ITIL process governance especially in Major Incident Management area.
  • Must have good understanding of enterprise-wide IT operations and support functions.
  • Good Communication skills (Verbal and written both) to interact with the client.
  • Good Analytical skills and problem-solving ability.
  • Good customer handling skills
  • Ensure the quality of the Major Incident handling.
  • Drive Post Incident Reviews and produce MIM report
  • Establishes and communicates the process, service levels, and process performance metrics
  • Excellent communication and collaboration skills
  • Capability to work both independently and collaboratively.
  • ITIL Certified (ITIL V4 is preferred)



Good-to-Have:


  • Problem management, Release Management, Change Management experience.
  • Tech Writer experience for proper documentation,RCA
  • Data Center – On-Prem and Cloud Infrastructure expertise,
  • Application and Stake holder management


Role descriptions / Expectations from the Role


  • Review the reported incident tickets/calls and qualify the Major Incidents.
  • Drive the Major Incident Bridge and ensure the quality of the Major Incident handling.
  • Determine stakeholders for communication updates and contents of the communication.
  • Validates Major Incident communications and ensure that it has been sent as per defined SOP.
  • Drive Post Incident Reviews and produce MIM report.
  • Ensure Operational Excellence, Identify the opportunity for resilience.
  • Suggest process improvements, as needed.
  • Ensure that Incident Management processes and tools are integrated with other processes.
  • Reviews effectiveness and efficiency of the process.
  • Establish and communicate the process, service levels, and process performance metrics.


Interested candidates pls share your cv to mailid: c.nayana@tcs.com with subject " Major Incident Manager" for further Discussion.