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    Major Incident Manager - London, United Kingdom - Tata Consultancy Services

    Tata Consultancy Services
    Tata Consultancy Services London, United Kingdom

    2 weeks ago

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    Description
    Job Description

    Role: Major Incident Manager

    Job Type: Permanent

    Location: London

    Careers at TCS: It means more

    TCS is a purpose-led transformation company, built on belief. We don't just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more opportunities to make an impact that matters, through challenging projects which demand ambitious innovation.

    • Develop professional relationships with major accounts.
    • Providing training to stakeholders on different systems
    • Work with some of the brightest global minds in the industry.

    Job Purpose and Primary Objectives

    This Role is dedicatedly on Major Incident Management, and it has greater exposure & growth on service operations function. The Group operating companies' vision is to move to Hybrid Cloud in future. This role has very good scope for challenging opportunities & learning.

    Key responsibilities:

    • Accountable for all incidents, ensuring end to end ownership and accountability throughout the life of the incident.
    • Facilitate early return of service including workaround
    • Hosting technical & management bridge calls as appropriate for high priority and major incidents
    • Send regular/periodic communication on major/high priority incidents to internal & external stakeholders within contracted SLAs
    • Ability to obtain results through collaboration with colleagues and 3rd parties involved in service delivery
    • Owning the Ops Bridge/Command Center teams during the shift and ensure there is no operational issues and escalations
    • Responsible for invoking and coordinating Emergency Planning Incident Control (EPIC) documentation
    • Produce and publishing daily, weekly and monthly incident report & summaries
    • Excellent customer relationship building skills
    • Strong time management and efficiency skills, organised and delivery focused, good planning skills, and process
    • Ability to prioritize workload
    • Pro-active nature with a 'can do' attitude
    • Accurate record keeping of incident log
    • Provide inputs and service improvement recommendation in post incident review meetings/problem management team.
    • Drive continuous service improvement and incident avoidance
    • Work closely with key business users/departments to quickly identify the customer impact
    • Represent IT in crisis management meetings to provide regular status update on IT Platform & Infrastructure
    • Accountable and responsible to coordinate the emergency incident response procedures
    • Acting as an escalation manager to expedite incident resolution & consult with Executive Leadership for decision guidance, as necessary
    • Represent IT in daily status calls with global operation team and provides a heads up on critical change implementation /outages
    • Must be able to demonstrate flexibility by working additional hours/shifts as required

    Key Skills/Knowledge

    • Proven experience in IT in large corporate environments
    • Experience in executing Incident Management including driving the major incidents.
    • Experience in driving technical bridges.
    • IT skills to understand and articulate infrastructure and application problems to stakeholders as appropriate.
    • Excellent interpersonal, communication and organizational skills
    • Certified ITIL (Foundation) V3/4
    • Should talk English and Spanish with good verbal and written skills
    • Airline Domain knowledge or relevant industry experience
    • Good Knowledge on monitoring tools such as Nagios, BES, Tivoli, Splunk, Dynatrace, Datadog, Cloud watch.
    • In depth working knowledge of service management processes (Incident, Problem and Change Management)
    • Ability to deliver in a high-pressure, dynamic environment working to tight SLA's
    • Good Knowledge on ServiceNow ITSM tool & Reporting module.
    • Possess CompTIA Network+ CompTIA CySA+ & foundation certification in Linux or certified in IT operations & infrastructure technology toolset.

    Rewards & Benefits

    TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop, phone, access to extensive training resources and discounts within the larger Tata network.

    Diversity, Inclusion & Wellbeing

    At TCS, we believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity motto is 'Inclusion without Exception'.

    You'll find a welcoming culture and many internal volunteering and social networks to join. Our diversity, inclusion and social activities include LGBTQ+ and mental health networks, as well as health and wellness initiatives and sports events (we even sponsor the London Marathon).

    TCS celebrates inclusion without exception. We are open to all and treat applications equally, regardless of ethnicity, disability, gender, age, sexual orientation or beliefs.

    If you are an applicant who needs an accommodation due to a disability to complete an employment application, or during any phase of the hiring process, please contact us at with the subject line: "Disability Accommodation Request".

    Due to a high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.

    Join us and do more of what matters. Apply online now.

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