Incident Management

6 days ago

Chennai, Tamil Nadu, India Tata Consultancy Services Full time ₹ 48,00,000 - ₹ 1,44,00,000 per year

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 for

Role: Incident Management

Experience Range: 4 – 8 Years

Location: Chennai only

Interview: Saturday online

Must 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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