Tata Consultancy Services Looking for ITSM – Incident Manager (MIM) at Delhi, India Full Time

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Years of Experience: 4 – 6 Years.

Location: Delhi NCR. Indore

What we are looking for: Incident Manager (MIM)

Desired Competencies (Technical/Behavioral Competency)

Must-Have**

• Facilitated daily Root Cause Analysis meeting for major incident outages to identify corrective action to minimize or prevent further occurrences.
• Developed the Major Incident Management SOP Documentation and distributed the document to key Contractor and Federal Management personnel.
• Facilitated discussions on major incident management issues with the highest visibility to the TOG organization and communicated status.
• Provided timely communications to Senior Management and Executive Committee for major incident outages impacting critical operations.
• Handled risk management and incident analysis for major incidents, including conducting equity / administrative investigations.
• Facilitated communications for all major incidents while coordinating resources between internal and external teams.
• Managed and monitored the communication and technical bridges during Critical and Major Incidents.
• Created incident at risk process and documentation for proactive major incident prevention.
• Consolidated geographical region based Major Incident reporting into global reporting structure.
• Coordinated technical teams in service restoration of major incidents.
• Trained and mentored major incident managers.
• Created detailed time line of events for each Major Incident, which was submitted to multiple levels of management for review.
• Communicated to the clients the status of major incidents using formatted messages (Executive Summary, Limited Summary).
• Developed reports by line of business regarding major incident outages; presented root cause findings and corrective actions.
• Provided rapid (sub 15 minute, 24x7x365) response to major incidents from time of notification.
• Involved in Sending out the business impact analysis and Root cause analysis after a major incident happened.
• ITIL V3 Certified

Good-to-Have

• Developed HTML based, emailed Daily Major Incident report using SQL Server, Visual Basic.
• Aided in the planning, design and implementation of the enterprise Major Incident Management Program for MRO.

Responsibility of / Expectations from the Role

• Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
• Remediate deviation of a process for its particular division/department/school
• Responsible for communicating with the Incident Process Owner
• Point of contact for all Major Incidents
• Responsible for the effective implementation of the process “Incident Management” and carries out the respective reporting procedure.
• Represent the first stage of escalation for Incidents
• Monitor the workload per Tier 1 Analyst
• Monitor the incidents to ensure that the Service Level Agreement are respected
• Identify, initiate, schedule and conduct incident reviews
• Ensure the closure of all resolved and end-user confirmed Incident records
• Provide guidance to the Incident Process Coordinators
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Please reach to: prathiksha[email protected] for more details with Subject Line “M_IM”

Minimum Qualification:

15 years of full-time education

Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)

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