Major Incident Manager

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

Job summary

Tata Consultancy Services in Chennai is seeking a Major Incident Manager with 5+ years of experience. You will lead incident management efforts, coordinate cross-functional teams, and drive rapid service restoration while communicating clearly to technical teams and senior stakeholders.

The role requires ITIL v4 Foundation, strong problem-solving skills, and familiarity with ServiceNow and infrastructure environments. Banking-sector regulatory awareness is a plus.

Qualifications

• Minimum 5 years of experience in Major Incident Management.
• ITIL v4 Foundation or higher certification required.
• Deep understanding of infrastructure, applications, networks and incident tools.

Responsibilities

• Lead bridge calls and coordinate rapid service restoration.
• Escalate timely and communicate incident updates to stakeholders.
• Produce post-incident reviews with actionable recommendations.
• Identify trends and common themes to prevent recurrences; ensure regulatory compliance in banking incidents.

Skills

Incident management

Troubleshooting

Cross-functional coordination

Communication

Education

ITIL v4 Foundation

Tools

ServiceNow

Job description

Role: Major Incident Manager

Exp- 5 to 10 Years

Location: Chennai

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.