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