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    • Major Incident Manager - Bengaluru - Tata Consultancy Services

    Tata Consultancy Services
    Tata Consultancy Services Bengaluru

    3 weeks ago

    Tata Consultancy Services background
    Description

    Major Incident Manager

    We are seeking a seasoned Major Incident Manager to join our team.

    Responsibilities:

    • Manage Major Incidents from start to finish, ensuring they are logged, progressed, updated, authorized, expedited and resolved within the agreed Service Level Agreement.
    • Utilize MIM expertise to proactively support the management of High Severity Incidents (P1 and P2).
    • Owning the Major incident and driving it efficiently on both Bridge call and Chat.
    • Issuing timely communications during the progress of a Major Incident.
    • Identifying appropriate timelines and targets for recovery actions, feedback and communications.
    • Assessing and agreeing Business Impact and Incident Severity Level.
    • Ensuring internal escalation occurs as necessary.
    • Ensuring third-party escalation occurs when required.
    • Evaluating recovery actions to ensure a recovery plan exists or is being actively produced.
    • Suggesting workarounds and methods to speed up the recovery of an incident.
    • Continually reviewing engagement within the recovery process and identifying additional support teams, individuals or third parties who can add value or be stood down.

    Process Management:

    • Maintaining the Major Incident Management process.
    • Reviewing and updating process documentation.
    • Ensuring key support information, such as emergency contact lists, remains up-to-date.
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