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Role: Major Incident Manager
Job Type: Permanent
Location: London (Hybrid)
Number of hours: Standard
Ready to utilise your experience in handling Major Incidents independently?
Join us as a Major Incident Manager
Careers at TCS: It means more
TCS is a purpose-led transformation company, built on belief. We do not 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 to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.
The Role
As a Major Incident Manager you will liase with Command Center and Service Desk teams for P1 ,P2, P3 Incidents and identify potential Major Incidents. You will also Initiate communication channel for “War-room” and keep open the “War-room” till the incident is resolved. In this role you will consistently update the TCS leadership teams on the status and progress updates on Incidents.
This Role is very critical and must ensure availability, stability and reliability of business applications which serves the Global Payment Industry of this customer.
Key responsibilities:
* Send out notifications and information in case of Major Incidents to defined user groups by defined communication / distribution channels (e.g. SMS, E-Mail, Web Portal, etc.)
* Provide periodic updates to the Customer IT and Business stakeholders.
* Liaison with business representatives to send out communications to Customer’s customer
* Open separate “bridge” for senior stakeholder updates as required.
* Invite Customer’s 3rd Party vendors in the “War-room” as requested by the Service teams.
* Ensure proper closure of the Major Incident in the Customer ITSM system.
* Provide pre-RCA of the incident resolution as per the agreed SLA.
* Make decisions to resolve Major Incidents in timely and compliant manner.
* Provide continuous update of the Major Incident in the Customer ITSM system (at least every 60 mins updates or as needed for the situation)
* Create a Post Incident Report within 24 hrs of Closing of War room and hand over the details of the Incident to Problem Manager to trigger opening of Problem records.
* Escalate to respective service tower escalation point in case of non-receipt of the RCA
* Collate and update the RCA to share with the stakeholders
* Initiate Problem Request, if the service restoration did not fix the underlying issue and assign to the right service tower teams.
* Sharethe lessons learnt with all the support teams based on PIR report bi-weekly basis.
* Identify gaps in SLA with the 3rd Party providers for providing timely RCA.
* Negotiate with 3rd Party Vendors for aligning to the RCA closure period.
* Continuously keep the contact details updated and circulate with the respective teams.
* Coordinate with other MIM team members across the globe and provide shift end reports.
* Contribute to other Ops tasks as necessary during non-MIM time
* Perform trend analysis on monitoring alerts and identify proactive problem records as needed.
* Participate in CAB when there are no active War rooms to understand and provide suggestions to changes based on experience in major incidents
* Keep a track of Major Incidents & War Rooms and ensure that the details of Fixnotes, resolution code, affected services, time lines of activities are all updated in the ITSM tools .
* Drive daily health checks across TCS technology teams for capacity and availability
* Participate in the Problem review meetings in case of no ongoing WarRooms.
Your Profile
Essential skills/knowledge/experience:
* Ability to work in 24X7 shift model
* ITIL certified.
* Experience handling Major Incidents independently.
* Excellent English written and verbal communication skills.
* Ability to interact with multiple stakeholders.
* Ability to take decisions in a hostile environment.
* Declaring and overseeing the major incident management process and team members.
* Driving and tracking the incident resolution through support engagement and coordination.
* Documenting and communicating the incident status, impact, and actions to stakeholders and senior leadership.
* Ability to coordinate with people across geographies.
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 and Wellbeing
Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the UK Equality Act 2010 and the UK Human Rights Act 1998.
We believe in building and sustaining a culture of equity and belonging where everyone can thrive. Our diversity and inclusion motto is ‘Inclusion without Exception’. Our continued commitment to Culture and Diversity is reflected across our workforce implemented through equitable workplace policies and processes.
You’ll find a welcoming culture and many internal volunteering and social networks to join (these are optional). Our diversity, inclusion and social activities include 12 employee networks such as gender diversity, LGBTQIA+ & Allies, mental health, disability & neurodiversity inclusion and many more, as well as health & wellness initiatives and sports events and we sponsor the London Marathon.
We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.
If you are an applicant who needs any adjustments to the application process or interview, please contact us at UKI.recruitment@tcs.com with the subject line: “Adjustment Request” or call TCS London Office 02031552100 to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.
Next Steps
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.