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IT Service Delivery Expert

1 week ago

Chennai, Tamil Nadu, India Tata Consultancy Services Full time

**Company Overview:**

Tata Consultancy Services is a leading IT consulting and business solutions firm.

**Job Description:**

We are seeking an experienced Incident Management Specialist to join our team. As an Incident Management Specialist, you will be responsible for owning the Incident Management process and managing the incident life cycle. You will provide adequate process awareness for the organization, manage effectiveness and efficiency of the process, review all escalated incidents and take appropriate actions, focus teams on restoring services for customers, monitor and report performance of the process, identify opportunities for process improvement, and govern continual service improvement and own the Incident Management process.

Key Responsibilities:

  • Manage the Incident Management process and incident life cycle
  • Provide process awareness for the organization
  • Manage effectiveness and efficiency of the process
  • Review escalated incidents and take appropriate actions
  • Foster teamwork to restore services for customers
  • Monitor and report process performance
  • Identify opportunities for process improvement
  • Govern continual service improvement and own the Incident Management process

Major Incident Management:

  • Participate in conference calls, meetings, and war rooms during major incidents
  • Ensure correct approach is being taken by TCS
  • Participate in post-incident management review meetings
  • Raise problem records to concerned teams to identify root causes for major outages and create KB articles as needed
  • Resolve conflicts during vendor engagement
  • Provide insights to higher management regarding Major Incident Management process
  • Resolve conflicts in the process
  • Address 'order of play' service reinstatement issues, particularly business prioritization
  • Review Major Incident handling and provide feedback as needed