Walk-in || Incident Manager

Dear Candidate!

Greetings from TCS !!!

Role: Incident Management

Location: Chennai

Experience Range: 5 to 10 Years

Job Description:

• Incidents in the queue should be reviewed periodically
• Unassigned incidents handled first.
• P1 and P2 incidents should be handled above everything else
• Review the teams queue and check if any incidents are in Work in progress’
• Review and action all incidents, requests, and RITMs.
• Ensure queues with no aging tickets.
• Follow SLA commitments and escalate where required
• Make detailed notes and provide incident summaries.
• Ensure stakeholder communications are sent during major incidents.
• Ensure all Business Partner emails to the respective distribution lists.
• Monitor and maintain the Incident Management mailbox.
• Respond to incident-related emails promptly.
• Route communications to appropriate distribution lists.
• Keep business users and stakeholders informed of progress
• Manage incidents using ServiceNow.
• Generate operational reports and dashboards.

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