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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 forRole: Major Incident ManagerExperience Range: 6 – 12 YearsLocation: Only PuneMust Have:Must have experience in Infrastructure Incident Management, Major Incident Management handling, Infrastructure operations and supportRelevant - Minimum 5 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 skillsEnsure the quality of the Major Incident handling.Drive Post Incident Reviews and produce MIM reportEstablishes and communicates the process, service levels, and process performance metricsExcellent communication and collaboration skillsCapability to work both independently and collaboratively.ITIL Certified (ITIL V4 is preferred)24X7 Support on rotation basis with Onsite teamGood to Have:Problem management, Release Management, Change Management experience.Tech Writer experience for proper documentation,RCAData Center – On-Prem and Cloud Infrastructure expertise,Application and Stake holder managementPreferable experience with Pivotal Cloud Foundry (a.k.a. VMWare Tanzu) and other components (e.g. Apigee, Concourse CI/CD) supporting a highly-automated global engineering platform

Essential: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.Minimum Qualification:•15 years of full-time education•Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)