Solutions Engineer - Major Incident Manager

Tata Consultancy Services

14 - 20 years

20 - 35 Lacs

bengaluru

Posted:-1 days ago| Platform:

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Skills Required

change management itsm problem management incident management major incident management itil certified

Work Mode

Work from Office

Job Type

Full Time

Job Description

Solutions Engineer - Major Incident Manager

Desired Experience Range:

Location of Requirement:

Key Responsibilities

Fulfill service requests within SLA timelines
Monitor system health using industry standard monitoring tools such as DataDog, Conviva, Grafana, Splunk, BigPanda, etc.
Maintain runbooks, intake procedures, and request fulfilment workflows
Respond to issues arising from monitoring, inquiries, or automated reporting
Assess incident priority and severity, and accurately log in ServiceNow or JIRA
Perform initial incident triage, escalating to higher-tier support when needed
Lead Priority 1 and 2 incidents as Incident Commander - coordinating resolution
Deliver concise, timely stakeholder communications during active incidents
Ensure incident record data accuracy
Partner and participate in Major Incident Problem Management reviews

Required Experience/Skills

5+ years of experience in a 24x7 IT call centre or helpdesk role, with 2+ years of experience in a 24x7 IT Major Incident, Problem, or Change Management role
Strong knowledge and hands-on experience with ITSM tools such as ServiceNow, PagerDuty, and JIRA
Hands-on experience fulfilling user service requests and troubleshooting front-line technical issues
Proven ability to lead during high-pressure, mission-critical incidents
Excellent organizational, analytical, and communication skills for presenting needs, challenges, and solutions to teams, partners, and stakeholders, as well as driving critical incidents to resolution
Ability to deliver high-quality results in a heavy multitasking environment
ITIL v3 or ITIL v4 Foundation Certification
Experience with observability tools such as DataDog, BigPanda, Conviva, Grafana, Splunk
Experience leading peers as well as working with minimal supervision.

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