Lead the response for Priority 1 and Priority 2 incidents from detection through resolution.
• Assess business impact and determine incident severity and priority.
• Establish and manage incident bridge calls.
• Coordinate technical teams across infrastructure, applications, cloud, networking, cybersecurity, and third-party vendors.
• Drive rapid service restoration while maintaining explicit ownership and accountability.
• Provide timely executive and stakeholder communications throughout the incident lifecycle.
• Escalate issues to senior leads/manager/ Product owner when required.
• Ensure all incident activities follow ITIL Major Incident Management processes.
• Maintain accurate incident timelines, decisions, and action logs.
• Facilitate technical discussions and remove operational blockers.
• Coordinate business validation before incident closure.
• Mentor Service Desk and Operations teams on incident management best practices.
• Participate in on call rotations for critical incidents.
• Identify process and tool improvements to enhance the tower efficiency
• Work with ITSM Development teams in process and tool developments/testing

📌 Incident Manage (Hyderabad)
🏢 TCS_India
📍 Hyderabad