Tcs is hiring For Major Incident Manager For Chennai on 5th Sep 26

Job Title : Major Incident Manager

Exp Range : 8-12yrs

Location : Chennai

Main Accountabilities/Responsibilities: 

• Manage and control communications, escalations during major incidents
• Track Major Incident backlog against SLAs and escalate as required
• To work with various technology teams to co-ordinate resolution
• Interact with other Process owners viz problem, change managers to ensure minimal outages
• Validate major incident reported by Service Desk / NOC as per the defined procedure and guidelines 
• Ensure notification is sent to stakeholders management and business, in the agreed format as per the defined timelines 
• Open and drive the major incident communication bridge, ensure participation from all required teams technical support and business as needed 
• Escalate as necessary to ensure timely resolution of MI 
• Review the incident post resolution and send summary report 
• Hand over the details of events from the identification to resolution of MI to problem manager through a problem ticket 
• Participate in problem management calls 
• Conduct an annual review of MI process qualification criteria, communication and escalation process, metrics and reporting related to Major incident process, suggest and implement improvements as approved

Capabilities/Skillset: 

• Proven customer support experience (at least 6 years) in a large scale and diverse environment, with an emphasis on the use of incident/ major incident management processes, escalation procedures and related service management disciplines
• Knowledge and use of Service Management software.
• An understanding of Service Level Agreements and their application.
• Overall knowledge of various hardware and software platforms.
• Experience in using statistical tools for performing trend analysis
• Experience of using ITSM tools like ServiceNow/ BMC Remedy / HP Service Manager / IBM Tivoli
• Certification in ITIL Foundation