About the role
As a Major Incident Manager, you will lead Tesco's
response to critical incidents (major & significant), ensuring rapid
recovery of services with minimal business impact. This role demands high
levels of urgency, communication excellence, technical breadth, and stakeholder
confidence. You will be accountable not just for managing high-severity
incidents, but for driving proactive improvements, embedding incident
preparedness, and ensuring that the business derives real value from its
incident management capability.
With over a decade of experience in major incident handling, you will serve
as the central coordination point during service disruptionsengaging
cross-functional teams, escalating with precision, and maintaining control
under pressure. You will also play a pivotal role in driving continual
improvement across the incident lifecycle, ensuring we're not only restoring
services fast but learning and evolving from each event.
This role requires strong leadership in complex, high-stakes environments
and the ability to influence senior stakeholders with clarity and confidence.
You will be responsible for
- ake
end-to-end ownership of major incidents across all technology towers, ensuring
swift and effective resolution in alignment with business priorities. - Serve as
the single point of command and communication during critical incidents,
driving cross-functional war rooms, and maintaining real-time visibility for
stakeholders. - Ensure
clear, timely, and transparent communication with business and IT leadership
throughout the incident lifecycleincluding executive summaries and impact
assessments. - Coordinate
post-incident reviews (PIRs), identifying root causes and systemic issues, and
driving accountability for corrective actions across engineering and
operational teams. - Continuously
improve the Major Incident Management (MIM) process, tools, playbooks, and
response models to reduce Mean Time to Resolve (MTTR) and improve resilience. - Influence a
proactive incident readiness culture, including regular simulations,
stakeholder drills, and scenario planning for high-risk areas. - Ensure
seamless collaboration between internal teams, vendors, and external partners
during incident response and recovery. - Provide
regular trend analysis and insights to leadership, identifying service
vulnerabilities, recurring issues, and opportunities for automation or
preventative action.
You will need
- 10years of
experience in IT operations or incident management, with at least 5 years in a
dedicated major incident role in a complex enterprise environment. - Strong
understanding of ITIL framework, especially Incident, Problem, and Change
Management. - Proven ability
to manage high-severity incidents under pressure, involving global teams and
mission-critical services. - Exceptional
communication and stakeholder management skills, including senior and
executive-level engagement. - Deep technical
awareness across infrastructure, applications, cloud services, and service monitoring
tools. - Experience
working with incident platforms like xMatters, ServiceNow, or equivalent. - Analytical
mindset with experience in post-incident reviews, RCA documentation, and
driving continuous improvement initiatives.
Whats in it for you
At Tesco, we are committed to providing the best for you.
As a result, our colleagues enjoy a unique, differentiated, market- competitive reward package, based on the current industry practices, for all the work they put into serving our customers, communities and planet a little better every day.
Our Tesco Rewards framework consists of pillars - Fixed Pay, Incentives, and Benefits.
Total Rewards offered at Tesco is determined by four principles -simple, fair, competitive, and sustainable.
Salary - Your fixed pay is the guaranteed pay as per your contract of employment.
Leave & Time-off - Colleagues are entitled to 30 days of leave (18 days of Earned Leave, 12 days of Casual/Sick Leave) and 10 national and festival holidays, as per the company's policy.
Making Retirement Tension-FreeSalary - In addition to Statutory retirement beneets, Tesco enables colleagues to participate in voluntary programmes like NPS and VPF.
Health is Wealth - Tesco promotes programmes that support a culture of health and wellness including insurance for colleagues and their family. Our medical insurance provides coverage for dependents including parents or in-laws.
Mental Wellbeing - We offer mental health support through self-help tools, community groups, ally networks, face-to-face counselling, and more for both colleagues and dependents.
Financial Wellbeing - Through our financial literacy partner, we offer one-to-one financial coaching at discounted rates, as well as salary advances on earned wages upon request.
Save As You Earn (SAYE) - Our SAYE programme allows colleagues to transition from being employees to Tesco shareholders through a structured 3-year savings plan.
Physical Wellbeing - Our green campus promotes physical wellbeing with facilities that include a cricket pitch, football field, badminton and volleyball courts, along with indoor games, encouraging a healthier lifestyle.
About Us
Tesco in Bengaluru is a multi-disciplinary team serving our customers, communities, and planet a little better every day across markets. Our goal is to create a sustainable competitive advantage for Tesco by standardising processes, delivering cost savings, enabling agility through technological solutions, and empowering our colleagues to do even more for our customers. With cross-functional expertise, a wide network of teams, and strong governance, we reduce complexity, thereby offering high-quality services for our customers.
Tesco in Bengaluru, established in 2004 to enable standardisation and build centralised capabilities and competencies, makes the experience better for our millions of customers worldwide and simpler for over 3,30,000 colleagues
Tesco TechnologyToday, our Technology team consists of over 5,000 experts spread across the UK, Poland, Hungary, the Czech Republic, and India. In India, our Technology division includes teams dedicated to Engineering, Product, Programme, Service Desk and Operations, Systems Engineering, Security & Capability, Data Science, and other roles.
At Tesco, our retail platform comprises a wide array of capabilities, value propositions, and products, essential for crafting exceptional retail experiences for our customers and colleagues across all channels and markets. This platform encompasses all aspects of our operations - from identifying and authenticating customers, managing products, pricing, promoting, enabling customers to discover products, facilitating payment, and ensuring delivery. By developing a comprehensive Retail Platform, we ensure that as customer touchpoints and devices evolve, we can consistently deliver seamless experiences. This adaptability allows us to respond flexibly without the need to overhaul our technology, thanks to the creation of capabilities we have built.
