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    Major Incident Manager - Irving, United States - Tata Consultancy Services

    Tata Consultancy Services
    Tata Consultancy Services Irving, United States

    2 weeks ago

    Tata Consultancy Services background
    Description
    Bachelor's degree preferred.


    • ITIL Foundation Certificate (minimum), ITIL V.3 Foundation (Intermediate/Expert certification preferred)
    • ITIL Operational Support Analysis (preferred)
    • Minimum 4 years of experience leading or working on a Major Incident/Incident Management team.
    • Knowledge in Incident, Change, and Problem Management.
    • Experience with ITSM Tools, preferably ServiceNow.
    • Strong prioritization, coordination, negotiation, and influencing skills while demonstrating empathy to ensure process adherence.
    • Ability to control or lead conversations with various support groups.
    • Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization.
    • Strong cross technical background with proven troubleshooting skills
    Highly motivated with strong leadership skills.


    • Experience within the healthcare industry a plus.
    • Proven knowledge of Service Level Management ITIL frameworks.
    • Establish/maintain/improve Major Incident Management policies, processes, and procedures.
    • Participate in process reviews.
    • Monitor and coordinate with IT Teams to ensure the Major Incident Management process is followed.
    • Responsible for Major Incident Management process hand-offs between supporting ITSM processes.
    • Analyze incident priority with focus on business impact and urgency.
    • Drive Major Incidents involving high priority and large-scale IT issues.
    • Host, chair and update technical, management and war-room bridges during Major Incidents.
    • Partner with ITSM and the business to ensure the effectiveness/efficiency of Major Incident Management.
    • Managing the recovery activities and communication of all Major IT incidents within customer centric SLAs. Driving IT and Business teams to restore services on a 24x7 on-call shared rostered.
    • Deliver clear and concise communication to stakeholders. Includes all stakeholder communications across various Senior and Executive sponsors throughout the organization.
    • Review statistics, KPI and trend reports for use in the Major Incident Management process.
    • Obtain, prepare, and provide evidence of compliance of processes required during audits and reviews.
    Soft skills ,Strong Communication ,Handle situation in front of Customer Senior people during Major Incident
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