Major Incident & Problem Management

TCS present an excellent opportunity for Major Incident & Problem Management

Job Location : Chennai

Experience required : 6-10 yrs

Skills : Major Incident & Problem Management

Interview date : 03-Dec-25 (Wednesday)

Key responsibilities :

• Effective and rapid response to major incidents, chair all major incident meetings & technical bridges to further develop and maintain the Major Incident Management process.
• End to End ownership of all major incidents until resolution and publish periodic updates to the relevant technology stakeholders as appropriate on the progress of the incident.
• Create an Action Plan / Recovery Plan with the help of product teams, assign the actions to the respective owners and track the execution for quick service restoration.
• Collaborate with product, portfolio leadership & 3 rd party suppliers as required to resolve issues within the defined SLAs / KPIs.
• Assess priority for major incidents with product teams and senior IT / Business Leadership.
• Maintain excellent situational awareness by utilizing tools and communication channels to be on guard for potential new incidents on the rise.
• Facilitate incident recovery by mobilizing the required technical resources and 3 rd party suppliers on the incident bridge.
• Work closely with command center / monitoring team to monitor the overnight critical batches and manage the resolution of stalled or breached jobs with the relevant product teams in a timely manner to avoid any impact to business.
• Maintain and follow the defined escalation matrix for all internal & external M&S suppliers during Major Incidents for immediate service restoration.
• Conduct Post Incident Reviews (PIRs) and work with the teams to identify root cause and preventive measure to avoid recurrence.
• Publish PIR document to the relevant technology stakeholders / leadership team with the gaps identified and track actions until closure.
• Internal stakeholder communication and War Room Management.

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