Tcs Opportunity For Major Incident Management

Tata Consultancy Services; Indore District; On-site; INR 1,350,000 - 1,650,000; Full time

Job summary

Tata Consultancy Services in Indore, Madhya Pradesh, India is seeking an experienced Incident Response Manager to take ownership of major incident management. You will lead cross-functional teams, coordinate with service desks and vendors, and drive post-incident reviews to prevent recurrence.

With 4–8 years of experience and a strong focus on RCA, communication, and process improvement, you will ensure timely escalation and comprehensive documentation while aligning with ITIL best practices.

Qualifications

• Experience in managing and coordinating major incidents to minimize business impact.
• Clear, timely updates to executives, technical teams and business users during incidents.
• Lead cross-functional collaboration with support, service delivery and vendors.
• Drive continuous improvement by analyzing incident trends and preventive actions.
• Maintain accurate incident records and post-incident reports for management.
• Manage end-to-end lifecycle of major incidents from identification to closure.

Responsibilities

• Take full responsibility for major incident management and coordination.
• Direct all activities during major incidents, engaging resources and ensuring urgency.
• Ensure RCA is conducted post-incident and action plans created.
• Serve as primary contact for incidents with stakeholders during escalation.
• Coordinate with service desk for proper prioritization and escalation.
• Handover incident resolutions between teams and shifts.

Skills

Incident Response

Stakeholder Communication

Cross-functional Coordination

Process Improvement

Documentation

Incident Lifecycle

Education

15 years of full-time education

Job description

TCS has been a great pioneer in feeding the fire of Young Techies like you. We are a global leader in the technology arena and there's nothing that can stop us from growing together.

Experience Range: 4 -8 Yrs

What we are looking for

Must Have

1. Incident Response Management:

• Take full responsibility for managing and coordinating the response to major incidents to minimize the impact on business operations.
• Lead and direct all activities during the major incident, including engaging appropriate resources, ensuring effective communication, and maintaining a sense of urgency.
• Ensure root cause analysis (RCA) is conducted post-incident to identify the underlying cause and create an action plan to prevent recurrence.

2. Communication and Stakeholder Engagement:

• Serve as the primary point of contact for major incidents, providing clear, timely updates to key stakeholders, including executives, technical teams, and business users.
• Manage internal and external communication channels during incidents to keep everyone informed about progress, next steps, and resolutions.
• Conduct post-incident reviews and provide detailed incident reports to senior management.

3. Coordination and Collaboration:

• Facilitate cross-functional collaboration with support teams, service delivery teams, and third-party vendors to resolve incidents as quickly as possible.
• Coordinate with service desk teams to ensure the correct prioritization of incidents and escalation when needed.
• Ensure timely handover of incident resolution activities between teams and shifts.

4. Process Improvement:

• Drive continuous improvement by analyzing incident trends, identifying common issues, and implementing preventive actions to reduce the frequency and impact of major incidents.
• Develop and maintain incident management processes, ensuring they align with ITIL best practices or other industry standards.
• Lead training and awareness programs for staff on incident management best practices.

5. Documentation and Reporting:

• Maintain accurate records of major incidents, including incident timelines, actions taken, and resolution details.
• Generate regular performance reports and key metrics (such as Mean Time to Resolve (MTTR)) for senior management.
• Ensure proper documentation for any changes implemented as part of incident resolution.

6. Incident Lifecycle Management:

• Ensure that major incidents are escalated to the appropriate levels within agreed timeframes.
• Manage the entire lifecycle of major incidents from identification, classification, resolution, and closure.
• Perform follow-up actions on incidents to ensure lessons learned are applied, and future incidents are mitigated or prevented.

Minimum Qualification:

• 15 years of full-time education

Disclaimer: At the time of your application to TCS, the personal data contained in your application and resume will be collected by TCS and processed for the purpose of TCS's recruitment related activities.

Your personal data will be retained by TCS for as long as TCS determines it is necessary to evaluate your application for employment as per our retention policy. You have the right to request TCS for temporary/permanent exclusion of your candidature from any recruitment related communication.

Regards

Nafisa Begum

HR-Talent Acquisition

Tata Consultancy Services