Dear Candidate Greetings from TCS !!! TCS has been a great pioneer in feeding the fire of young Techies like you. We are a global leader in the technology arena and there's nothing that can stop us from growing together. Role: Major Incident Manager Location: Chennai Experience Range: 4 - 6 Years Educational Qualification : 15 Years of Full Time Education Job Description: Role Description: Dedicated for MIM bridge calls Client facing role as an expert and go to person for Incident Management/Major Incident Management ITSM processes. Responsible for client satisfaction, adherence to SLAs Works collaboratively with Incident/Major Incident Management team, maintaining regular communication with the team and team lead. Able to work as a mentor to achieve successful delivery Provides ideas for innovation to enable continuous improvement for increased effectiveness. Identifies process gaps and resulting implementation gaps in the ITSM tool Provides reporting for client at various levels to highlight achievement. Reports to Incident/Major Incident Team Lead Able to work in shift rotation with other team members including “fair share” of weekend “on call” Able to multitask and communicate within narrow time constraints. ITIL certification or overall knowledge of service management functions and processes are desirable. Flexible to support other functions of CFS ( Release, Capacity, Financial and DR) Duties: Execute the Incident/Major Incident Management processes from end-to-end including tasks needed for both primary and secondary Incident/Major Incident Management sub-roles, i.e., has ability to switch between primary and secondary sub-roles. Take ownership of a Major incident and drive it to closure by coordinating with required support members. Work toward resolution of Incidents and Major Incidents such that they are resolved and meet committed SLAs. Ensure process components are executed through the different organizational units involved in Incident Management • Collect and provide metrics to the Reporting team as requested by Team Lead Work with customer Incident Management process owner on matters related to Incident Management Skills: Incident/Major Incident: Diagnosis (problem source, severity level), i.e., troubleshooting, and problem-solving o Coordination of technical teams Communication Good business language at all stakeholder levels Fluency in English to complete required Incident documentation quickly o Documentation. Use of ITSM tool (SNOW preferred) to resolve and track Incidents and Major Incidents
Job Title
Major Incident Manager