Major Incident

2 days ago

Chennai, Tamil Nadu, India Tata Consultancy Services Full time

TCS present an excellent opportunity for Major Incident & Problem Management

Job Location: Chennai / Kolkata

Experience required: 6-10 yrs

Skills: Major Incident & Problem Management

Interview date: 12-Dec-25 (Friday)

Key responsibilities:

  • Effective and rapid response to major incidents, chair all major incident meetings & technical bridges to further develop and maintain the Major Incident Management process.
  • End to End ownership of all major incidents until resolution and publish periodic updates to the relevant technology stakeholders as appropriate on the progress of the incident.
  • Create an Action Plan/Recovery Plan with the help of product teams, assign the actions to the respective owners and track the execution for quick service restoration.
  • Collaborate with product, portfolio leadership & 3
    rd
    party suppliers as required to resolve issues within the defined SLAs / KPIs.
  • Assess priority for major incidents with product teams and senior IT/Business Leadership.
  • Maintain excellent situational awareness by utilizing tools and communication channels to be on guard for potential new incidents on the rise.
  • Facilitate incident recovery by mobilizing the required technical resources and 3
    rd
    party suppliers on the incident bridge.
  • Work closely with command center/monitoring team to monitor the overnight critical batches and manage the resolution of stalled or breached jobs with the relevant product teams in a timely manner to avoid any impact to business.
  • Maintain and follow the defined escalation matrix for all internal & external M&S suppliers during Major Incidents for immediate service restoration.
  • Conduct Post Incident Reviews (PIRs) and work with the teams to identify root cause and preventive measure to avoid recurrence.
  • Publish PIR document to the relevant technology stakeholders / leadership team with the gaps identified and track actions until closure.
  • Internal stakeholder communication and War Room Management.

Your Profile

Key skills/knowledge/experience: IM

  • IT Service Management experience, Strong knowledge of ITIL processes - ITIL v3 or 4 Certified – Foundation/Practioner
  • Flexible to support off business hours via On-Call
  • Extensive experience in handling mission critical incidents
  • Good listening skills, decision making and problem-solving ability
  • Excellent communication skills and should be able to effectively communicate at all levels.

Good to have:

  • Working experience in IT Operations (preferably Retail Domain) in a complex application & infrastructure landscape.

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