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Major Incident Lead Job in Tata Consultancy Services

Major Incident Lead

Tata Consultancy Services 4+ weeks ago
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Job Summary Job Description: TCS, a global leader in technology, is seeking a Major Incident Management Lead to join our team. As a pioneer in shaping the future of technology, we provide opportunities to grow and contribute to innovative solutions in the IT industry. This role requires a highly experienced professional in Infrastructure Incident Management, Major Incident Management, and ITIL process governance. Key Responsibilities: Major Incident Management: Oversee and manage major incidents within the IT infrastructure, ensuring incidents are handled promptly and effectively. Ensure the quality of the Major Incident handling process is maintained consistently. Drive Post-Incident Reviews (PIR) and generate MIM reports to highlight key learnings and process improvements. Process Governance: Lead the governance of ITIL processes, especially in Major Incident Management. Establish and communicate clear processes, service levels, and performance metrics for incident management. Stakeholder Interaction: Ensure timely and effective communication with both internal and external stakeholders during incidents. Handle customer interactions with professionalism and ensure issues are resolved to their satisfaction. Collaborate effectively across teams to ensure resolution of incidents and smooth service operations. Operational Excellence: Manage the overall incident management process across the enterprise, ensuring seamless IT operations and support functions. Provide insights and improvements to the IT operations team for better incident response. Collaboration & Leadership: Work both independently and collaboratively to ensure the team meets incident management objectives. Mentor and guide team members, ensuring high standards of service delivery. 24x7 Support: Provide 24x7 support on a rotation basis, working closely with the onsite team. Must-Have Skills & Experience: Incident Management Expertise: At least 10+ years of experience in Infrastructure Incident Management and Major Incident Management handling. Minimum 5 years of experience working with ITIL processes, specifically in Major Incident Management. Technical Skills: Good understanding of enterprise-wide IT operations and support functions. Strong analytical, problem-solving skills, and the ability to identify root causes and long-term solutions. Communication Skills: Strong verbal and written communication skills to interact effectively with clients, customers, and cross-functional teams. Excellent collaboration skills, with the ability to work with diverse teams across the organization. Certifications: ITIL Certification (ITIL V4 is preferred). Good-to-Have Skills: Problem, Release & Change Management: Experience with Problem Management, Release Management, and Change Management. Documentation & Reporting: Experience in Tech Writing for accurate documentation and Root Cause Analysis (RCA). Infrastructure Expertise: Knowledge of Data Center operations (both On-Prem and Cloud Infrastructure). Application and Stakeholder Management: Expertise in Application management and working with stakeholders to ensure smooth operations. Additional Information: Job Type: Full-Time Work Hours: 24x7 support on a rotating shift basis. Location: Pune TCS offers a dynamic and growth-oriented environment where you can leverage your skills and experience to make an impact. If you have a passion for incident management and thrive in a fast-paced environment, we invite you to apply and become part of our journey.
Qualification :
Bachelor of Engineering (B.E.), Bachelor of Technology (B.Tech), Master of Computer Applications (MCA), or Master of Computer Science (M.Sc. CS).
Experience Required :

6 to 12 Years

Vacancy :

2 - 4 Hires

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