Major Incident Management

Tata Consultancy Services; Chennai District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Tata Consultancy Services in Chennai invites applications for a senior ITIL Incident and Problem Management role. This position focuses on major incident handling, RCA, PIR, and cross-functional coordination to ensure rapid resolution and SLA adherence.

The ideal candidate has deep ITIL knowledge, 6+ years in incident/problem management, and hands-on experience with ServiceNow and similar platforms. You will lead war rooms and craft clear stakeholder communications.

Qualifications

• Minimum 6 years of experience in Major and Problem Management.
• Deep understanding of ITIL, Incident, Problem, and Change Management.
• Experience in ITIL workflows in ServiceNow, BMC Remedy, and similar platforms.
• Handling Priority 1 & 2 incidents, triaging, and SLA compliance.
• Strong RCA and Post-Incident Review (PIR) skills.
• Lead war rooms/bridge calls for real-time outages.
• Coordinate cross-functional technical teams for rapid resolution.
• Generate SLA and KPI reports (MTTR, incident trend analysis).
• Draft communication templates and status updates for stakeholders.
• Vendor coordination during critical incidents.
• Identify underlying causes using 5 Whys and trend analysis.
• Interpret incident data to predict potential issues for proactive management.
• Strong ITIL knowledge for reactive and proactive problem management.
• Understanding of infrastructure components, apps, and integrations.

Responsibilities

• Handle Priority 1 & 2 incidents, triaging and ensuring SLA compliance.
• Lead war rooms/bridge calls for real-time collaboration during outages.
• Coordinate cross-functional technical teams for rapid resolution.
• Generate SLA and KPI reports (e.g., MTTR, incident trend analysis).
• Identify underlying causes using methods like 5 Whys and trend analysis.
• Interpret incident data, identify patterns, and predict potential issues for proactive management.
• Strong knowledge of ITIL practices for reactive and proactive problem management.
• Coordinate with infrastructure, applications, and integrations teams.

Skills

ITIL processes

Incident management

Problem management

Change management

ServiceNow

BMC Remedy

SLA compliance

Root Cause Analysis

PIR

Vendor coordination

Cross-functional leadership

War room leadership

Tools

ServiceNow

Jira

xMatters

BMC Remedy

Job description

Must-Have

• Minimum 6 years of relevant experience in Major and Problem Management process.


• Deep understanding of ITIL processes, especially Incident, Problem, and Change Management.


• Ability to manage ITIL workflows in tools like ServiceNow, BMC Remedy, and similar platforms.


• Handling Priority 1 & 2 incidents, triaging, and ensuring SLA compliance.


• Skilled in Root Cause Analysis (RCA) and Post-Incident Reviews (PIR).


• Leading war rooms/bridge calls for real-time collaboration during outages.


• Coordinating cross-functional technical teams for rapid resolution.


• Proficiency in ServiceNow, Jira, and xMatters for alerts and escalations.


• Generating SLA and KPI reports (e.g., MTTR, incident trend analysis).


• Strong skills in drafting communication templates and status updates for internal and external stakeholders.


• Ability to manage vendor coordination during critical incidents.


• Expertise in identifying underlying causes of recurring incidents using methods like 5 Whys and trend analysis.


• Ability to interpret incident data, identify patterns, and predict potential issues for proactive management


• Strong knowledge of ITIL practices for reactive and proactive problem management.


• Understanding of infrastructure components, applications, and integrations to collaborate effectively with technical teams.


• Ensuring compliance with SLAs and implementing process improvements to reduce recurring issues.