Major Incident Management

Job Description

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 Show more Show less