TCS hiring
Role : Major Incident Management
Location : Bangalore-Walk in
Experience : 8-20
Must Have :
High-level ownership of the technical service restoration plan across all Vendor delivered IT services and the product involved in major incidents
Aim is to reduce restoration time and escalation to product owners for P1 incidents
Communication via various means including chat, email & reporting
Coordination of technical restoration actions and plans via email, messaging, updating of P1 tickets in ITSM Tool
Technical and Functional Escalation where necessary
Plan, coordinate and control the restoration of complex and high impact system problems that occur within the production environment
Priorities major incidents and assign tasks to Service Support and Delivery resources as required
Act as the central communication point for major incidents – all Priority 1 issues and Priority 2 issues as required
Ensures creation of a resolution plan for P1 & P2 incidents
Understand and clearly communicate the business impact of major incidents
Priorities major incidents based on business impact to the customer
Develop strong working relationships with support and delivery teams, management and liaise with support areas as required
Train and mentor other team members including major incident team on techniques used to manage major incidents across all vendors
Providing updates / communication to senior management on the status of P1 & P2 incidents at regular intervals
Major Incident Management • Bengaluru, Karnataka, India