Job Title : Major Incident Manager

Exp Range : 8-12yrs

Location : Chennai

Main Accountabilities/Responsibilities:

- Manage and control communications, escalations during major incidents
- Track Major Incident backlog against SLAs and escalate as required
- To work with various technology teams to co-ordinate resolution
- Interact with other Process owners viz problem, change managers to ensure minimal outages
- Validate major incident reported by Service Desk / NOC as per the defined procedure and guidelines
- Ensure notification is sent to stakeholders management and business, in the agreed format as per the defined timelines
- Open and drive the major incident communication bridge, ensure participation from all required teams technical support and business as needed
- Escalate as necessary to ensure timely resolution of MI
- Review the incident post resolution and send summary report
- Hand over the details of events from the identification to resolution of MI to problem manager through a problem ticket




- Participate in problem management calls
- Conduct an annual review of MI process qualification criteria, communication and escalation process, metrics and reporting related to Major incident process, suggest and implement improvements as approved

Capabilities/Skillset:

- Proven customer support experience (at least 6 years) in a large scale and diverse workplace, with an emphasis on the use of incident/ major incident management processes, escalation procedures and related service management disciplines
- Knowledge and use of Service Management software.
- An understanding of Service Level Agreements and their application.
- Overall knowledge of various hardware and software platforms.
- Experience in using statistical tools for performing trend analysis
- Experience of using ITSM tools like ServiceNow/ BMC Remedy / HP Service Manager / IBM Tivoli
- Certification in ITIL Foundation

📌 Tcs is hiring For Major Incident Manager For Chennai on 5th Sep 26
🏢 Tata Consultancy Services
📍 Chennai