Major Incident Management

7 days ago


Bengaluru, India Tata Consultancy Services Full time

Dear Candidate

Greetings from TCS


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.


Role: Major Incident Management

Location: Bangalore

Experience Range: 4 to 6 years


Job Description:

This role will have following responsibilities:

  • Act as the escalation point for unresolved Incidents
  • Monitor the resolution of incidents and ensure it is within the SLA
  • Trending of incidents across providers
  • Escalation of Incidents and issues to Customer
  • Manage Major Incidents or situations across providers
  • Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting and tracking and resolution
  • Identify and implement process improvements and ITSM platform/integration enhancements
  • Ensure that all stakeholders participation in the Incident & Problem Management process complies with policy and meets agreed service levels
  • Ability to manage competing priorities and workflow
  • Ensuring major incidents are effectively managed and coordinated with the required urgency and that all stakeholders are kept informed of progress in an organized and timely manner
  • Demonstrated experience with Major Incident Management and other processes
  • Develops processes to improve operations.
  • Ensures technical issues or concerns are addressed and mitigated
  • Ensuring that proactive measures to improve the availability of services are implemented
  • Experience in enterprise scale IT departments highly desire
  • Experience with outsourced IT environments highly desired
  • Experience working in a shift environment
  • Maintain the Major Incident Management process and procedures
  • Oversees processes adherence and Develops processes to improve operations.
  • Oversees processes adherence and Leads the availability and communicates plans.
  • Practical experience with influence and negotiation methods and techniques
  • Preventing problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.
  • Proven ability to be detail, deadline, and results-oriented
  • Proven experience and understanding of identifying gaps and doing root cause analysis.
  • Proven experience with coordinating resolution of major incidents
  • Proven experience with troubleshooting complex environment and streamlining processes.
  • Provides reporting, incident analysis, trend analysis.
  • Publish monthly Major Incident Management metrics
  • Responsible for execution and continuous improvement of the Major Incident and Critsit process
  • Solid interpersonal skills for written, oral, and face to face communications
  • Solid understanding ITIL Process & it's operations including understanding all related SLAs
  • Strong customer service orientation, seeking opportunities to serve clients
  • Strong leadership skills with the ability to motivate and encourage others
  • The primary responsibility is management Critical Incidents, managing all P1 calls from end to end as per defined process and service level management.
  • Working experience of ServiceNow tool.

- Excellent communication and conversation skills (Verbal and Written)

- Good documentation skills

- Good working knowledge of MS OFFICE (Including MS Project and Visio)

- Should have a great customer handling skills

- Able to handle unforeseen situations

- High level of acceptance

- Can drive value and its methodology


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