Major Incident & Problem Management

TCS present an excellent opportunity for Major Incident & Problem Management

Job Location: Chennai / Kolkata

Experience required: 6-10 yrs

Skills: Major Incident & Problem Management

Interview date: 12-Dec-25 (Friday)

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 & 3rd 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 3rd 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.

Your Profile

Key skills/knowledge/experience: IM

• IT Service Management experience, Strong knowledge of ITIL processes - ITIL v3 or 4 Certified Foundation/Practioner
• Flexible to support off business hours via On-Call
• Extensive experience in handling mission critical incidents
• Good listening skills, decision making and problem-solving ability
• Excellent communication skills and should be able to effectively communicate at all levels.

Good to have:

• Working experience in IT Operations (preferably Retail Domain) in a complex application & infrastructure landscape.