About The Company
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications
Role Summary
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.
Key Responsibilities
- 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.
Required Skills & Competencies
- 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.
