Tata Consultancy Services
Website:
tcs.com
Job details:
Key Responsibilities
Major Incident Ownership & Control
- Own and manage all Major / P1 incidents from identification through closure.
- Assess incident severity, business impact, and urgency to confirm Major Incident classification.
- Ensure the Major Incident Management process is correctly initiated and followed.
- Drive the MIM call with TCS tech teams and Customer Service Manager
Incident Coordination & Resolution
- Lead and coordinate multi‑tower technical teams and Customer Service Managers during major incidents.
- Initiate and manage incident bridges / war rooms, ensuring structured troubleshooting and decision‑making.
- Remove blockers, drive accountability, and maintain momentum toward service restoration.
- Ensure incidents are managed in line with agreed SLAs and OLAs
Stakeholder & Executive Communication
- Act as the single communication authority during a Major Incident.
- Provide clear, concise, and timely updates to senior leadership, customers, and business stakeholders.
- Ensure all communications accurately reflect current status, business impact, mitigation actions, and ETA.
- Manage escalation to executive forums when required Incident Documentation & Governance
- Ensure Major Incidents are accurately logged and maintained in the ITSM tool ( ServiceNow).
- Maintain high‑quality incident records including timelines, decisions, actions, and outcomes.
- Ensure compliance with Incident and Major Incident governance standards.
Post‑Incident Review (PIR) & Continuous Improvement
- Lead Post‑Incident Reviews (PIRs) within agreed timelines following incident resolution.
- Ensure root cause analysis (RCA) is completed and validated with relevant SMEs.
- Track corrective and preventive actions to closure in collaboration with Problem Management.
- Identify systemic issues and drive service improvements to prevent recurrence.
Reporting & Metrics
- Produce regular reports on Major Incident trends, resolution performance, and repeat incidents.
- Provide insights on process gaps, tooling improvements, and operational risks.
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