Incident Management

5 days ago

chennai, 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: Incident ManagementExperience Range: 4 – 8 YearsLocation: Chennai onlyInterview: Saturday onlineMust Have:Incident Management / Request Management / Scout Experience Analyst- Deliver weekly status reports and a monthly retrospective report that includes:- Trend analysis- Insights on performance metrics- Analyze existing Key Performance Indicators (KPIs) to assess their relevance and effectiveness in measuring success.- Identify leading and lagging indicators related to process health.- Detect bottlenecks in existing processes.- Prioritize issues affecting workforce experience.- Analyze data specific to internal lines of business, functions, applications, and assignment groups.- Engage with the workforce through support channels (e.g., email, Slack).- Develop test plans for new capabilities related to business processes; conduct testing/validation as needed.- Create and update Jira stories based on findings.- Design process flows or modify existing ones as necessary.- Prepare data required for monthly governance routines.- Conduct compliance activities related to Incident & Request Management including control testing and updates.Good to Have:Incident Management / Request Management / Scout Experience Analyst- Deliver weekly status reports and a monthly retrospective report that includes:- Trend analysis- Insights on performance metrics- Analyze existing Key Performance Indicators (KPIs) to assess their relevance and effectiveness in measuring success.- Identify leading and lagging indicators related to process health.- Detect bottlenecks in existing processes.- Prioritize issues affecting workforce experience.- Analyze data specific to internal lines of business, functions, applications, and assignment groups.- Engage with the workforce through support channels (e.g., email, Slack).- Develop test plans for new capabilities related to business processes; conduct testing/validation as needed.- Create and update Jira stories based on findings.- Design process flows or modify existing ones as necessary.- Prepare data required for monthly governance routines.- Conduct compliance activities related to Incident & Request Management including control testing and updates.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)

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