Role: Major Incident Manager
Job Type: Permanent
Location: Leeds
Ready to take the next step in your career? Join us as a Major Incident Manager.
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.
* Be part of an exciting team who challenge themselves every day.
* Collaborate with customers and stakeholders.
* Helping customer to run the operations smoothly with minimal impact on operations
The Role
A person who is responsible for leading and facilitating the major incident process. The MIM acts as a single point of contact for all parties involved in the incident, such as service owners, technical experts, vendors, customers, and senior management. The MIM coordinates the incident response, communication, escalation, resolution, and post-incident review activities, ensuring that the incident is handled effectively and efficiently.
Key responsibilities:
* Leveraging technology to issue all communications and providing key stakeholder management
* Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
* Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
* Build effective relationships with internal and external suppliers, business representatives, Service/Product owners and ITSM colleagues to be able to triage a high impacting incident, to ensure the right people are engaged at the right time through to resolution.
* Ability to prioritise multiple high priority incident issues at any given time without sacrificing users experience of customer IT Services.
* Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution
* Represents the team on all Change Advisory Boards, Major Change Walk through, and support Early Live Support (ELS)/Hyper Care support where necessary.
* Being accountable for resolving the outage via workaround or permanent fix
* Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
* Supporting and nurturing process improvements and knowledge base improvements
* Continually maintaining and developing tools and resources to manage major incidents effectively
* Continuity management - Manages the runbooks for service continuity. This includes managing the processes around service continuity and testing the runbooks to ensure that service availability can be maintained in any event.
* Identifying and raising risks with the relevant supporting data ensuring they are logged, and owners are assigned.
* Perform service reporting for major incident management performance measurement
* Providing periodic major incident metrics reports
* Responsible for identifying, implementing and supporting continual service improvements and can deliver best practice against Incident Management workflows in the form of knowledge articles or work instructions.
Key Skills & Knowledge
* Process expert in the module. ITIL V3 Certified/ ITIL v4 Certified
* Must have string on Incident & Problem Management modules
* Hands on experience in the Service Now/Any service management tool
* Must be flexible to work in 24x7 env.
* Very good written and verbal communication skill.
* Basic reporting via Excel and presentations
* Very good at customer handling
* Must have experience in driving weekly/monthly performance review meetings
* Communication Skills: Clear and effective communication when collaborating with the stakeholders, internal teams, and representing end-users in discussions.
* Problem-Solving: Strong problem-solving skills to address pain points and challenges identified through user feedback and data analysis.
* Broad Technical understanding: Understand the core technical concepts related to the role and apply them with guidance.
* User focus: Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engage in meaningful interactions and relationships with users. Puts users first and can manage competing priorities.
Good to have: (As applicable)
* Working experience on other Service Management modules
* Service Now Experience
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 ansah.steve@tcs.com 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.