TCS present an excellent opportunity for Major Incident & Problem Management
Job Location: Chennai / Kolkata
Experience required: 6-10 yrs
Skills: Major Incident & Problem Management
Interview date: 12-Dec-25 (Friday)
Key responsibilities:
- Effective and rapid response to major incidents, chair all major incident meetings & technical bridges to further develop and maintain the Major Incident Management process.
- End to End ownership of all major incidents until resolution and publish periodic updates to the relevant technology stakeholders as appropriate on the progress of the incident.
- Create an Action Plan/Recovery Plan with the help of product teams, assign the actions to the respective owners and track the execution for quick service restoration.
- Collaborate with product, portfolio leadership & 3rd party suppliers as required to resolve issues within the defined SLAs / KPIs.
- Assess priority for major incidents with product teams and senior IT/Business Leadership.
- Maintain excellent situational awareness by utilizing tools and communication channels to be on guard for potential new incidents on the rise.
- Facilitate incident recovery by mobilizing the required technical resources and 3rd party suppliers on the incident bridge.
- Work closely with command center/monitoring team to monitor the overnight critical batches and manage the resolution of stalled or breached jobs with the relevant product teams in a timely manner to avoid any impact to business.
- Maintain and follow the defined escalation matrix for all internal & external M&S suppliers during Major Incidents for immediate service restoration.
- Conduct Post Incident Reviews (PIRs) and work with the teams to identify root cause and preventive measure to avoid recurrence.
- Publish PIR document to the relevant technology stakeholders / leadership team with the gaps identified and track actions until closure.
- Internal stakeholder communication and War Room Management.
Your Profile
Key skills/knowledge/experience: IM
- IT Service Management experience, Strong knowledge of ITIL processes - ITIL v3 or 4 Certified Foundation/Practioner
- Flexible to support off business hours via On-Call
- Extensive experience in handling mission critical incidents
- Good listening skills, decision making and problem-solving ability
- Excellent communication skills and should be able to effectively communicate at all levels.
Good to have:
- Working experience in IT Operations (preferably Retail Domain) in a complex application & infrastructure landscape.
