Incident Manager

Tata Consultancy Services; Toronto; On-site; CAD 90,000 - 110,000; Full time

Job summary

Tata Consultancy Services Canada Inc. is seeking an Application Support professional to sustain high-performance service processes and proactively drive improvements within the Canadian IT landscape.

The role emphasizes incident ownership, coordination with resolution teams, and ensuring robust service delivery. You will provide production support, analyze business needs, and may offer after-hours on-call support for applications.

Qualifications

• Experience in application support on Microsoft tech stacks with strong IT systems knowledge.
• Banking domain experience is preferred (payments, capital markets, etc.).
• Deep understanding of service management frameworks (ITIL) and related practices.

Responsibilities

• Maintain high performance levels for service processes and drive improvement activities.
• Own critical incidents, coordinate with resolution parties, and communicate with stakeholders for post-incident reviews.
• Ensure systems, procedures, and methodologies support outstanding service delivery and customer satisfaction.
• Provide production support on application issues, analyze business needs, and propose technology solutions.
• Offer on-call afterhours support on a rotational basis for applications.

Skills

MS Tech Stacks

Banking Industry

ITIL & Service Management

Client Relations

Project Management

Problem Solving

Continuous Improvement

Job description

Tata Consultancy Services (TCS) is an equal opportunity employer, and embraces diversity in race, nationality, ethnicity, gender, age, physical ability, neurodiversity, and sexual orientation, to create a workforce that reflects the societies we operate in. Our continued commitment to Culture and Diversity is reflected in our people stories across our workforce and implemented through equitable workplace policies and processes.

TCS has been serving the Canadian marketplace for more than 35 years and today is the technology partner of choice for many of the country's leading organizations. As one of the largest IT services providers in Canada and globally, TCS is aiming to become the world's largest AI-led technology services company and is enabling its clients to transform themselves across the full AI stack, from infrastructure to intelligence.

Rooted in the heritage and values of the Tata Group, TCS is focused on creating long-term value for its clients, investors, employees, and the communities it serves. With a highly skilled workforce supporting customers from coast to coast, TCS has consistently been recognized as a Top Employer by the Top Employers Institute, including a recent top ranking at the country level.

TCS also sponsors 14 of the world's most prestigious marathons and endurance events, including the TCS Toronto Waterfront Marathon, reflecting its commitment to health, sustainability, and community empowerment.

Must Have Skills:

• Experience in application support on Microsoft tech stacks such as Windows, .Net with strong understanding of IT systems, infrastructure
• Have worked in banking industry
• Deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
• Strong interpersonal and communication skills to build and maintain relationships with clients. They should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
• Strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
• Adept at analyzing complex situations, identifying problems, and proposing effective solutions.
• Should have a mindset of continuous improvement.
• Should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.

Good to Have Skills:

• Experience in Commercial banking such as Payments, Capital Markets etc

Role and Responsibilities:

• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Provides production support services on application issues and queries while researching and analyzing business and system needs, exploring alternative options to recommend technology solutions.
• Provides on-call afterhours support on rotational basis of application.

Salary Range - CA$ 90,000 - CA$ 110,000 Per Year

Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodation during the recruitment and selection process, please inform Human Resources.