Major Incident Manager

Tata Consultancy Services; Hyderabad, Chennai District, Bengaluru; Vor Ort; INR 1.800.000 - 3.000.000; Vollzeit

Zusammenfassung

Tata Consultancy Services is seeking a Major Incident Manager to lead the resolution of critical incidents, ensuring they are logged, progressed, and resolved within the service level agreements. The role involves coordinating communications across the incident lifecycle and driving recovery actions during high-severity events.

The candidate will own major incidents, manage bridge calls and chat discussions, and ensure timely escalation and handover to maintain performance over extended incident

Qualifikationen

• Experience in Major Incident Management lifecycle.
• Ability to coordinate cross-functional teams during incidents.
• Strong communication during incident progress and post-incident reviews.

Aufgaben

• Managing Major Incidents, ensuring they are logged, progressed, updated, authorised, expedited and resolved within the SLA.
• Pro-actively support the management of High Severity Incidents (P1 and P2).
• Own the Major Incident and drive it efficiently on bridge calls and chat.
• Issue communications during the progress of a Major Incident.
• Identify timelines and targets for recovery actions and communications.
• Assess and agree Business Impact and Incident Severity Level.
• Ensure appropriate internal and third-party escalations.
• Handover responsibilities to maintain recovery performance over extended duration.
• Highlight risks and issues during Major Incidents.
• Evaluate recovery actions to ensure a recovery plan exists or is being produced.
• Suggest workarounds to speed up recovery.
• Review engagement to identify additional support or reduce unnecessary resources.
• Maintain the Major Incident Management process and update process documentation.
• Keep critical information like emergency contacts up to date.

Jobbeschreibung

TCS Hiring!!!

Role & responsibilities

As a Major Incident Manager, your responsibilities will include:

• 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