System Engineer III

About the role

As a Major Incident Manager, you will lead Tesco's

response to critical incidents (major & significant), ensuring rapid

recovery of services with minimal business impact. This role demands high

levels of urgency, communication excellence, technical breadth, and stakeholder

confidence. You will be accountable not just for managing high-severity

incidents, but for driving proactive improvements, embedding incident

preparedness, and ensuring that the business derives real value from its

incident management capability.

With over a decade of experience in major incident handling, you will serve

as the central coordination point during service disruptions—engaging

cross-functional teams, escalating with precision, and maintaining control

under pressure. You will also play a pivotal role in driving continual

improvement across the incident lifecycle, ensuring we're not only restoring

services fast but learning and evolving from each event.

This role requires strong leadership in complex, high-stakes environments

and the ability to influence senior stakeholders with clarity and confidence.

You will be responsible for

• ake

end-to-end ownership of major incidents across all technology towers, ensuring

swift and effective resolution in alignment with business priorities.
- Serve as

the single point of command and communication during critical incidents,

driving cross-functional war rooms, and maintaining real-time visibility for

stakeholders.
- Ensure

clear, timely, and transparent communication with business and IT leadership

throughout the incident lifecycle—including executive summaries and impact

assessments.
- Coordinate

post-incident reviews (PIRs), identifying root causes and systemic issues, and

driving accountability for corrective actions across engineering and

operational teams.
- Continuously

improve the Major Incident Management (MIM) process, tools, playbooks, and

response models to reduce Mean Time to Resolve (MTTR) and improve resilience.
- Influence a

proactive incident readiness culture, including regular simulations,

stakeholder drills, and scenario planning for high-risk areas.
- Ensure

seamless collaboration between internal teams, vendors, and external partners

during incident response and recovery.
- Provide

regular trend analysis and insights to leadership, identifying service

vulnerabilities, recurring issues, and opportunities for automation or

preventative action.

You will need

• 10years of

experience in IT operations or incident management, with at least 5 years in a

dedicated major incident role in a complex enterprise environment.
- Strong

understanding of ITIL framework, especially Incident, Problem, and Change

Management.
- Proven ability

to manage high-severity incidents under pressure, involving global teams and

mission-critical services.
- Exceptional

communication and stakeholder management skills, including senior and

executive-level engagement.
- Deep technical

awareness across infrastructure, applications, cloud services, and service monitoring

tools.
- Experience

working with incident platforms like xMatters, ServiceNow, or equivalent.
- Analytical

mindset with experience in post-incident reviews, RCA documentation, and

driving continuous improvement initiatives.

Whats in it for you?

At Tesco, we are committed to providing the best for you. 

As a result, our colleagues enjoy a unique, differentiated, market- competitive reward package, based on the current industry practices, for all the work they put into serving our customers, communities and planet a little better every day. 

Our Tesco Rewards framework consists of pillars - Fixed Pay, Incentives, and Benefits.  

Total Rewards offered at Tesco is determined by four principles -simple, fair, competitive, and sustainable. 

Salary
- Your fixed pay is the guaranteed pay as per your contract of employment. 

Leave & Time-off
- Colleagues are entitled to 30 days of leave (18 days of Earned Leave, 12 days of Casual/Sick Leave) and 10 national and festival holidays, as per the company's policy. 

Making Retirement Tension-FreeSalary
- In addition to Statutory retirement beneets, Tesco enables colleagues to participate in voluntary programmes like NPS and VPF. 

Health is Wealth
- Tesco promotes programmes that support a culture of health and wellness including insurance for colleagues and their family. Our medical insurance provides coverage for dependents including parents or in-laws. 

Mental Wellbeing
- We offer mental health support through self-help tools, community groups, ally networks, face-to-face counselling, and more for both colleagues and dependents.  

Financial Wellbeing
- Through our financial literacy partner, we offer one-to-one financial coaching at discounted rates, as well as salary advances on earned wages upon request.  

Save As You Earn (SAYE)
- Our SAYE programme allows colleagues to transition from being employees to Tesco shareholders through a structured 3-year savings plan.  

Physical Wellbeing
- Our green campus promotes physical wellbeing with facilities that include a cricket pitch, football field, badminton and volleyball courts, along with indoor games, encouraging a healthier lifestyle. 

About Us

Tesco in Bengaluru is a multi-disciplinary team serving our customers, communities, and planet a little better every day across markets. Our goal is to create a sustainable competitive advantage for Tesco by standardising processes, delivering cost savings, enabling agility through technological solutions, and empowering our colleagues to do even more for our customers. With cross-functional expertise, a wide network of teams, and strong governance, we reduce complexity, thereby offering high-quality services for our customers. 

Tesco in Bengaluru, established in 2004 to enable standardisation and build centralised capabilities and competencies, makes the experience better for our millions of customers worldwide and simpler for over 3,30,000 colleagues 

Tesco Technology

Today, our Technology team consists of over 5,000 experts spread across the UK, Poland, Hungary, the Czech Republic, and India. In India, our Technology division includes teams dedicated to Engineering, Product, Programme, Service Desk and Operations, Systems Engineering, Security & Capability, Data Science, and other roles. 

At Tesco, our retail platform comprises a wide array of capabilities, value propositions, and products, essential for crafting exceptional retail experiences for our customers and colleagues across all channels and markets. This platform encompasses all aspects of our operations - from identifying and authenticating customers, managing products, pricing, promoting, enabling customers to discover products, facilitating payment, and ensuring delivery. By developing a comprehensive Retail Platform, we ensure that as customer touchpoints and devices evolve, we can consistently deliver seamless experiences. This adaptability allows us to respond flexibly without the need to overhaul our technology, thanks to the creation of capabilities we have built.