Incident Management Specialist

Tata Consultancy Services; Dadri; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Tata Consultancy Services in India is seeking an Incident Manager to validate and confirm the priority of critical/high incidents in a 24x7 rotating shift environment, including weekends.

You will chair outage calls, liaise with Geography IT and service owners to understand business context, coordinate with support groups, and publish post-incident reviews while driving timely resolutions.

Qualifications

• Strong analytical and problem-solving skills.
• ITIL Certified is highly preferred.
• Excellent communication and interpersonal skills.
• Ability to work well under pressure and meet deadlines.
• Strong organizational and time management skills.
• Experience with incident management processes and procedures.

Responsibilities

• Validate and confirm the priority of critical/high priority incidents in a 24x7 environment, including weekends.
• Chair outage incident conference calls and drive critical incidents towards resolution.
• Liaise with Geography IT Team/ Service Owners to understand business context and confirm resolution.
• Responsible for management notification/ communication related to critical/high priority incidents.
• Coordinate with various support groups for resolution and follow escalation mechanisms.
• Publish Post Incident Review Reports and review Critical Incidents with management and stakeholders.

Skills

Analytical skills

ITIL certification

Communication skills

Pressure management

Organizational skills

Incident management

Job description

• Validate and confirm the actual priority of Incidents reported as critical/ high priority incidents in 24X7 environment rotational shift basis including weekends.
• Chair outage incident conference calls/ group chats and drive critical incidents towards resolution.
• Liaise with the Geography IT Team/ Service Owners to understand Business Context of Incidents and to confirm resolution.
• Responsible for Management Notification/ Communication related to critical/ high priority incidents.
• Co-ordinates with various Support Groups for resolution and follows Escalation Mechanisms.
• Publish Post Incident Review Reports and review Critical Incidents with management and stakeholders.

Incident Manager Requirements & Skills

• Strong analytical and problem-solving skills
• ITIL Certified is highly preferred.
• Excellent communication and interpersonal skills
• Ability to work well under pressure and meet deadlines.
• Strong organizational and time management skills
• Experience with incident management processes and procedures