Major Incident Manager

Tata Consultancy Services; Chennai District; On-site; INR 2,800,000 - 4,200,000; Full time

Job summary

Tata Consultancy Services is seeking an experienced Major Incident Manager in Chennai, India, to own end-to-end incident handling, from triage through restoration and post-incident reviews. The role requires strong ITIL skills and hands-on experience with complex infrastructure across banking environments.

You will coordinate across IT teams, manage bridge calls, and communicate updates to senior business stakeholders, ensuring regulatory compliance and timely service recovery.

Qualifications

• Minimum 5 years of experience in Major Incident Management.
• ITIL v4 certification with strong ITSM knowledge.
• Troubleshooting across infrastructure, applications, networks; familiarity with incident management tools (e.g. ServiceNow).
• Ability to coordinate cross-functional teams and clearly communicate incident updates to stakeholders.
• Experience with banking sector regulatory, compliance and audit requirements related to incident management.

Responsibilities

• Lead bridge calls and coordinate rapid service restoration.
• Produce post-incident reviews with actionable recommendations.
• Identify trends and prevent recurring incidents through RCA and trend analysis.
• Escalate timely and clearly communicate incident updates to senior stakeholders.

Skills

Major Incident Management

ITIL Certification

Troubleshooting

Cross-functional Coordination

Communication

Bridge Calls Leadership

Post-incident Reviews

Trend Analysis

Regulatory Compliance Awareness

ServiceNow

Education

ITIL Certification (v4 Foundation or higher)

Tools

ServiceNow

Job description

Job Summary:

• 1. Minimum 5 years of experience in Major Incident Management.
• 2. ITIL certification (v4 Foundation or higher) with clear understanding of IT service management practices.
• 3. Deep understanding of infrastructure, applications, networks, and incident management tools (e.g. ServiceNow).
• 4. Candidates should be adept at troubleshooting complex technical issues and coordinating with cross-functional teams.
• 5. Highly articulate, with the ability to clearly communicate incident updates and resolution plans to both technical teams and senior business stakeholders.

Minimum 2 mandate details are mandate with two or 3 liners

• Hands-on experience leading bridge calls, coordinating rapid service restoration, and ensuring timely escalation.
• Competence in producing detailed post-incident reviews with actionable recommendations.
• Strong analytical skills to identify trends with common themes and prevent recurring incidents.
• Familiarity with regulatory, compliance, and audit requirements related to incident management in the banking sector.