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    • Major Incident Management - Bengaluru - Tata Consultancy Services

    Tata Consultancy Services
    Tata Consultancy Services Bengaluru

    2 weeks ago

    Tata Consultancy Services background
    Description

    Major Incident Manager

    The Major Incident Manager will perform ITIL-aligned Major Incident Management and assist Service Managers, Technical Support teams, Clients, and Third Parties in delivering Major Incident Management services.

    Responsibilities:

    • Managing Major Incidents, ensuring they are logged, progressed, updated, authorised, expedited, and resolved within the scope of the Service Level Agreement.
    • Using MIM experience to pro-actively support the management of High Severity Incidents (P1 and P2).
    • Owning the Major incident and driving it efficiently on both Bridge call and Chat.
    • Identifying appropriate timelines and targets for recovery actions, feedback, and communications.
    • Assessing and Agreeing Business Impact and Incident Severity Level.
    • Ensuring that appropriate internal escalation occurs.
    • Ensuring that appropriate third-party escalation occurs.
    • Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration.
    • Highlighting risks and issues in actions identified during any Major Incident.
    • Evaluating recovery actions to ensure that a recovery plan exists or is being actively produced.
    • Suggesting workarounds and methods of speeding up the recovery of an incident.
    • Continually reviewing engagement within the recovery and identifying any additional support teams, individuals, or third parties who could add value or those that can be stood down.

    Process Maintenance:

    • Reviewing and updating process documentation.
    • Ensuring that key support information such as emergency contact lists is kept up to date.

    Requirements:

    • Ability to interpret and present Incident Data.
    • Knowledge of the ITIL Change, Problem, and Incident Management processes.
    • ITIL V3 Intermediate / Expert or equivalent experience.
    • Willingness to operate at all levels within the support structure.
    • Flexibility regarding working hours - 24x7 shift cover.
    • Knowledge of Data Centres and Service Management as well as technologies prevalent in Data Centres, including x86, UNIX, AS400, HP non-STOP, Mainframe.
    • Understanding of infrastructures and network topologies (advantage).
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