Engineer-incident Manager

Tata Consultancy Services; Austin (TX); On-site; USD 100,000 - 150,000; Full time

Job summary

Tata Consultancy Services Limited seeks a Senior Major Incident Manager to drive rapid restoration of critical, customer-facing applications during high-severity disruptions. You will lead end-to-end incident command for P0/P1 outages across digital wallet, payments, commerce, and financial services platforms, and collaborate on RCA and CAPA with engineering leads.

Responsibilities include crisis communication to executives, cross-team escalation, and post-incident reviews to prevent recurrence,

Qualifications

• Experience leading Major Incident Management (MIM) for P0/P1 disruptions.
• Proven ability to drive RCA and CAPA actions with cross-functional teams.
• Strong crisis communication with senior leadership.
• Familiarity with ITIL processes and PIRs.

Responsibilities

• Own end-to-end MIM processes and war rooms for critical outages.
• Coordinate incident bridges across engineering, infrastructure, product, and operations.
• Lead PIRs and track corrective actions.
• Monitor metrics and drive continual service improvement.

Skills

Incident Management

Education

PMP Certification

CAPM Certification

Prince2 Certification

Tools

Dynatrace

MuleSoft

Job description

We are looking for a Major Incident Manager to drive rapid restoration of business-critical, customer-facing applications during high-severity production disruptions. In this role, you will lead end-to-end incident command for P0/P1 outages across digital wallet, payments, commerce, and financial services platforms, partner with engineering teams on Root Cause Analysis (RCA), and champion ITIL-aligned continuous service improvement.

Key Responsibilities

1. Major Incident Command & Restoration

• Own and facilitate end-to-end Major Incident Management (MIM) processes for critical P0 and P1 production disruptions.
• Convene and drive cross-functional incident bridges and war rooms, coordinating engineering, infrastructure, product, and operations teams to achieve rapid service restoration and minimize MTTR.
• Act as the technical and operational escalation point, managing situational command until service stability is verified.

2. Crisis Communication & Stakeholder Engagement

• Craft and deliver clear, timely, and actionable communications to senior leadership, technical teams, and business stakeholders during active outages.
• Manage operational escalation paths, providing transparent impact assessments, restoration ETAs, and technical status updates.

3. Problem Management, RCA & PIR

• Lead structured Post-Incident Reviews (PIRs) and drive cross-team investigations to establish definitive Root Cause Analysis (RCA).
• Collaborate with engineering leads to define, track, and verify corrective and preventive action items (CAPA) to eliminate repeat failures.
• Maintain accurate incident records, runbooks, and operational knowledge repositories.

4. Service Operations & Continuous Improvement

• Review operational metrics to identify trends, repeat incidents, and systemic weaknesses across platforms.
• Optimize incident management workflows, escalation thresholds, playbooks, and operational tooling across distributed support teams.
• Provide operational support and oversight for integrated platforms including Order Management Systems (OMS), MuleSoft integration layers, and APM tools like Dynatrace.

Generic Managerial Skills, If any

• Project Management certifications (PMP, CAPM, Prince2).

Salary Range: $100,000-$150,000 a year

Location

Austin, TX

Function

TECHNOLOGY

Role

Senior Engineer

ID

436870

Skills

Incident Management

Salary Range

$100,000 - $150,000