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We are seeking an experienced Incident Manager with 10+ years of IT service management experience to lead and drive the Incident Management process across multiple accounts. The candidate will be responsible for ensuring timely resolution of incidents, minimizing business impact, and improving service stability through strong governance and stakeholder management.
Lead end-to-end Incident Management lifecycle for P1, P2, P3, and P4 incidents.
Act as Major Incident Manager (MIM) for critical incidents and drive war-room calls.
Ensure SLA adherence and minimize MTTR (Mean Time to Resolve).
Coordinate with cross-functional teams (Infra, Network, Security, Application teams) for faster resolution.
Provide timely communication to stakeholders and leadership during major incidents.
Prepare and publish Incident reports (RCA, PIR, Service Improvement Plans).
Drive Root Cause Analysis (RCA) and ensure preventive measures are implemented.
Monitor ticket trends and identify recurring issues.
Conduct weekly/monthly governance calls with clients.
Ensure compliance with ITIL best practices.
Drive automation and continuous service improvement initiatives.
Manage escalation matrix and vendor coordination.
Support audits and compliance requirements.
Strong knowledge of ITIL framework (Incident, Problem & Change Management).
Experience in handling high-volume enterprise environments.
Excellent stakeholder management and communication skills.
Strong analytical and problem-solving skills.
Experience in ITSM tools like ServiceNow / Remedy / BMC / JIRA.
Ability to work in 24x7 support model (if required).
Experience in client-facing roles and governance reporting.
Strong leadership and team coordination skills.
Tata Communications is a digital ecosystem enabler that powers today’s fast-growing digital economy. We enable the digital transformation of enterprises globally, including 300 of the Fortune 500. We carry around 30% of the world’s internet routes and connects businesses to 60% of the world’s cloud giants.
We have been a part of the rich heritage of the internet in India. Over the last 25 years, enterprise-enabled services have been essential to the adoption of digital services in the country. Connectivity is an essential fabric of sustenance for the economy. We are committed to enabling Industry leaders in this New World of Communications™, with our unique promise of delivering secure connected digital experiences.
In 2020, we announced the launch of ‘Secure Connected Digital Experience’ (SCDx), a proposition intended to meet this growing, worldwide demand for new ways of operating, which includes far higher levels of working from home, rising security risks, a shift to digital commerce, and more contactless experiences. It will help companies currently relying on short-term fixes by providing holistic, secure, enterprise-level digital solutions that address current challenges and are fit for the long term.
Job ID: 144134113
