Major Incident Management

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