Major Incident Manager

Tata Consultancy Services; Bengaluru; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Tata Consultancy Services in Bengaluru is seeking an experienced Major Incident Manager to lead and coordinate the response to major IT incidents. You will own the incident lifecycle, drive actions via bridge calls and chat, issue timely communications, and align recovery timelines with business impact and severity levels.

The role requires proactive escalation, collaboration with internal teams and third parties, and ongoing maintenance of incident management processes.

Qualifications

• Experience managing major incidents within SLA.
• Proactive communication during incident progression.

Responsibilities

• Managing Major Incidents, ensuring they are logged, progressed, updated, authorised, expedited and resolved within the scope of the SLA.
• Pro-actively support the management of High Severity Incidents (P1 and P2).
• Own the Major Incident and drive it efficiently on both Bridge call and Chat.
• Issue communications during the progress of a Major Incident.
• Identify timelines and targets for recovery actions, feedback and communications.
• Assess and Agree Business Impact and Incident Severity Level.
• Ensure appropriate internal escalation occurs.
• Ensure appropriate third party escalation occurs.
• Assess the need for handover of responsibilities to maintain optimum performance of the recovery team over an extended duration.
• Highlight risks and issues in actions identified during any Major Incident.
• Evaluate recovery actions to ensure a recovery plan exists or is being actively produced.
• Suggest workarounds to speed up recovery of an incident.
• Review engagement and identify additional support teams or third parties.
• Maintain the Major Incident Management process.
• Review and update process documentation.
• Keep emergency contact lists up to date.

Skills

Major Incident Mgmt

Incident Escalation

Communication

Third-Party Escalation

Recovery Actions

Job description

• Managing Major Incidents, ensuring that they are logged, progressed, updated, authorised, expedited and resolved within the scope of the Service Level Agreement
• Using MIM experience to pro-actively support the management of High Severity Incidents (P1 and P2)
• Owneing the Major incident and driving it efficently on both Bridge call and Chat.
• Issuing communications during the progress of a Major Incident
• Identifying appropriate timelines and targets for recovery actions, feedback and communications
• Assessing and Agreeing Business Impact and Incident Severity Level.
• Ensuring that appropriate internal escalation occurs
• Ensuring that appropriate third party escalation occurs
• Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration
• Highlighting risks and issues in actions identified during any Major Incident
• Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced
• Suggesting workarounds and methods of speeding up the recovery of an incident
• Continually reviewing engagement within the recovery and identify any additional support teams, individuals or third parties who could add value or those that can be stood down
• Maintaining the Major Incident Management process
• Reviewing and updating process documentation
• Ensuring that key support information such as emergency contact lists is kept up to date