Major Incident Manager Jobs Opening in Tata Consultancy Services Ltd at Kolkata
Major Incident Manager
Job Description
Experienced and proactive Major Incident Manager with a proven track record of minimizing downtime and ensuring service continuity in high-pressure environments. Seeking to leverage over 5 years of ITIL-based incident management expertise to lead critical incident resolution, drive process improvements, and enhance service reliability within a dynamic and forward-thinking organization. Own end-to-end management of major incidents, ensuring rapid detection, effective resolution, and clear communication to minimize business disruption. Lead cross-functional incident response efforts by mobilizing appropriate technical teams and ensuring resolution within agreed Service Level Agreements (SLAs). Ensure accurate and timely incident logging, prioritization, and categorization in alignment with ITIL best practices. Act as the primary liaison for all internal and external stakeholders during incidents, including business leaders, customers, IT teams, and senior management. Provide clear, consistent updates throughout the incident lifecycle and deliver detailed post-incident reports highlighting root cause, impact, and preventive actions. Develop, document, and refine Incident Management processes and standard operating procedures to ensure continuous improvement and alignment with business needs. Collaborate closely with the Problem Management team to identify and address root causes of recurring incidents, contributing to long-term service stability. Track and analyze incident trends to identify common issues and partner with resolver teams to implement targeted improvement initiatives. Produce and present incident management reports, covering key metrics such as Mean Time to Resolve (MTTR), SLA compliance, and root cause distribution. Work alongside IT Operations, Service Desk, and support teams to streamline resolution workflows, reduce incident volumes, and enhance service delivery. Facilitate post-incident reviews (PIRs), ensuring that lessons learned are documented and actioned to prevent recurrence. Manage the escalation process, ensuring rapid involvement of the right resources and leadership for high-impact or unresolved incidents. Serve as the escalation point for complex incidents requiring senior oversight and coordination. Provide ongoing training, coaching, and support to teams involved in incident resolution to promote adherence to process and increase incident-handling efficiency. Act as a mentor to junior team members, fostering a culture of ownership, responsiveness, and continuous learning.
