Major incident manager

3 weeks ago

Alwar, India Tata Consultancy Services Full time

Tata Consultancy Services is hiring Major Incident Managers Job Title: Major Incident Manager (Support Center)Location: BangaloreExp:7-10 yearsJob Summary:The Sr. Solutions Engineer manages the entire operational support lifecycle, including service request fulfillment, incident intake, and major incident command. This role ensures a rapid response to user needs, escalates critical issues, and drives incident mitigation. The role is also responsible for proactive monitoring, incident documentation, and collaboration with key operations and engineering teams to ensure the highest service availability standards.Required Education, Experience/Skills/Training:Basic Qualifications 5+ years of experience in a 24x7 IT call center or helpdesk role, with 2+ years of experience in a 24x7 IT Major Incident, Problem, or Change Management roleStrong knowledge and hands-on experience with ITSM tools such as Service Now, Pager Duty, and JIRAHands-on experience fulfilling user service requests and troubleshooting front-line technical issuesProven ability to lead during high-pressure, mission-critical incidentsExcellent organizational, analytical, and communication skills for presenting needs, challenges, and solutions to teams, partners, and stakeholders, as well as driving critical incidents to resolutionAbility to deliver high-quality results in a heavy multitasking environmentITIL v3 or ITIL v4 Foundation CertificationExperience with observability tools such as Data Dog, Big Panda, Conviva, Grafana, SplunkExperience leading peers as well as working with minimal supervisionPreferred Qualifications Familiarity with streaming media workflows, broadcast systems, and IT infrastructureTechnical or cloud certifications (AWS, Azure, or similar)Knowledge and experience with Problem Management or Change Management ProcessesKnowledge of reliability and resiliency practices (failover strategies, circuit breaker patterns)Required Education Bachelor’s degree in computer science, information technology, or related fieldResponsibilities and Duties of the Role:Fulfill service requests within SLA timelinesMonitor system health using industry standard monitoring tools such as Data Dog, Conviva, Grafana, Splunk, Big Panda, etc.Maintain runbooks, intake procedures, and request fulfillment workflowsRespond to issues arising from monitoring, inquiries, or automated reporting Assess incident priority and severity, and accurately log in Service Now or JIRAPerform initial incident triage, escalating to higher-tier support when neededLead Priority 1 and 2 incidents as Incident Commander - coordinating resolutionDeliver concise, timely stakeholder communications during active incidentsEnsure incident record data accuracyPartner and participate in Major Incident Problem Management reviewsInterested and Eligible candidates can apply

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