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    • Major Incident Management - bangalore - Tata Consultancy Services

    Tata Consultancy Services
    Tata Consultancy Services bangalore

    1 month ago

    Tata Consultancy Services background
    Description

    Dear Candidate

    Greetings from TCS

    TCS has been a great pioneer in feeding the fire of young Techies like you. We are a global leader in the technology arena and there's nothing that can stop us from growing together.

    Role: Major Incident Management

    Location: Bangalore

    Experience Range: 4 to 6 years

    Job Description:

    This role will have following responsibilities:

    • Act as the escalation point for unresolved Incidents
    • Monitor the resolution of incidents and ensure it is within the SLA
    • Trending of incidents across providers
    • Escalation of Incidents and issues to Customer
    • Manage Major Incidents or situations across providers
    • Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting and tracking and resolution
    • Identify and implement process improvements and ITSM platform/integration enhancements
    • Ensure that all stakeholders participation in the Incident & Problem Management process complies with policy and meets agreed service levels
    • Ability to manage competing priorities and workflow
    • Ensuring major incidents are effectively managed and coordinated with the required urgency and that all stakeholders are kept informed of progress in an organized and timely manner
    • Demonstrated experience with Major Incident Management and other processes
    • Develops processes to improve operations.
    • Ensures technical issues or concerns are addressed and mitigated
    • Ensuring that proactive measures to improve the availability of services are implemented
    • Experience in enterprise scale IT departments highly desire
    • Experience with outsourced IT environments highly desired
    • Experience working in a shift environment
    • Maintain the Major Incident Management process and procedures
    • Oversees processes adherence and Develops processes to improve operations.
    • Oversees processes adherence and Leads the availability and communicates plans.
    • Practical experience with influence and negotiation methods and techniques
    • Preventing problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.
    • Proven ability to be detail, deadline, and results-oriented
    • Proven experience and understanding of identifying gaps and doing root cause analysis.
    • Proven experience with coordinating resolution of major incidents
    • Proven experience with troubleshooting complex environment and streamlining processes.
    • Provides reporting, incident analysis, trend analysis.
    • Publish monthly Major Incident Management metrics
    • Responsible for execution and continuous improvement of the Major Incident and Critsit process
    • Solid interpersonal skills for written, oral, and face to face communications
    • Solid understanding ITIL Process & it's operations including understanding all related SLAs
    • Strong customer service orientation, seeking opportunities to serve clients
    • Strong leadership skills with the ability to motivate and encourage others
    • The primary responsibility is management Critical Incidents, managing all P1 calls from end to end as per defined process and service level management.
    • Working experience of ServiceNow tool.

    - Excellent communication and conversation skills (Verbal and Written)

    - Good documentation skills

    - Good working knowledge of MS OFFICE (Including MS Project and Visio)

    - Should have a great customer handling skills

    - Able to handle unforeseen situations

    - High level of acceptance

    - Can drive value and its methodology

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