Engineer-incident Manager

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

Job summary

Tata Consultancy Services Limited is seeking a Senior Engineer to lead Major Incident Management for P0/P1 outages across critical platforms. You will own incident command, coordinate cross-functional teams, and drive rapid restoration with a focus on MTTR reduction.

You will also drive RCA-based problem management, manage PIRs, CAPAs, and maintain incident records and runbooks. Strong communication with senior leadership and stakeholders is essential.

Qualifications

• Experience leading Major Incident Management for P0/P1 outages.
• Proven ability to coordinate cross-functional incident bridges and PIRs.
• ITIL-aligned processes and CAPA-driven improvements preferred.

Responsibilities

• Own and facilitate end-to-end Major Incident Management (MIM) for critical outages.
• Coordinate cross-functional incident bridges to restore services quickly and minimize MTTR.
• Lead PIRs, RCA findings, and track corrective actions with engineering leads.

Skills

Incident Management

Education

PM/PRINCE2/CAPM/PMP certifications

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 Cary, NC

Function TECHNOLOGY

Role Senior Engineer

ID 437002

Skills Incident Management

Salary Range $100,000 - $150,000