Hiring Location - Chennai / Bangalore

Exp Range - 8 to 10
Incident Response Management:
Take full responsibility for managing and coordinating the response to major incidents to minimize the impact on business operations.
Lead and direct all activities during the major incident, including engaging appropriate resources, ensuring effective communication, and maintaining a sense of urgency.
Ensure root cause analysis (RCA) is conducted post-incident to identify the underlying cause and create an action plan to prevent recurrence.
Communication and Stakeholder Engagement:
Serve as the primary point of contact for major incidents, providing explicit, timely updates to key stakeholders, including executives, technical teams, and business users.
Manage internal and external communication channels during incidents to keep everyone informed about progress, next steps, and resolutions.
Conduct post-incident reviews and provide detailed incident reports to senior management.
Coordination and Collaboration:
Facilitate cross-functional collaboration with support teams, service delivery teams, and third-party vendors to resolve incidents as quickly as possible.
Coordinate with service desk teams to ensure the correct prioritization of incidents and escalation when needed.




Ensure timely handover of incident resolution activities between teams and shifts.
Process Improvement:
Drive continuous improvement by analyzing incident trends, identifying common issues, and implementing preventive actions to reduce the frequency and impact of major incidents.
Develop and maintain incident management processes, ensuring they align with ITIL best practices or other industry standards.
Lead training and awareness programs for staff on incident management best practices.
Documentation and Reporting:
Maintain accurate records of major incidents, including incident timelines, actions taken, and resolution details.
Generate regular performance reports and key metrics (such as Mean Time to Resolve (MTTR)) for senior management.
Ensure proper documentation for any changes implemented as part of incident resolution.
Incident Lifecycle Management:
Ensure that major incidents are escalated to the appropriate levels within agreed timeframes.
Manage the entire lifecycle of major incidents from identification, classification, resolution, and closure.
Perform follow-up actions on incidents to ensure lessons learned are applied, and future incidents are mitigated or prevented

📌 Mim Manager Bengaluru
🏢 Tata Consultancy Services
📍 Bengaluru