Major Incident Manager

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Role: Major Incident Manager – Infrastructure

Job Type: Permanent

Location: Coventry

Number of hours: 40 hours per week – full time (standard)

Join us as a Major Incident Manager – Infrastructure

Do you have skills in major incident management? Do you have experience with the IT industry?

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.

• Collaborate with customers and stakeholders.
• Be part of an exciting team who challenge themselves every day.
• Grow your career, while being exposed to new technologies.

The Role

As a Major Incident Manager (Infrastructure) you will manage and run major incidents for successful technical closure with the aim to service. In this role business restoration will be the main focus and priority. You will be Accountable for the successful and timely restoration of all Major Incidents (Infrastructure). In this role you will also be accountable for Major Incident satisfaction according to contractual customer SLAs and internal KPIs, implementing corrective actions as required.

Key responsibilities:

• Accountable for the end-to-end management, communication, escalation, investigation and resolution of major Incidents.
• Ensure Business and Customer updates are timely and of sufficient quality, arranging discussions and updates as required.
• 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.
• Host conference calls (Technical and Managerial) and facilitate effective incident management throughout the incident lifecycle, in-line with agreed service definitions.
• Facilitate, document and track the timeline of events for post-incident review activity, recovery steps and remedial actions to stop the incident recurring, reduce its fix time, or minimize customer impact in the future and aid in Process improvements.
• Facilitate strong collaboration and communication at all levels, including influencing outcomes and actions of technology teams and connecting various functions in the delivery of outcomes.
• Monitor ITSM toolset queues, ensuring sufficient and appropriate focus given to Major Incidents, chased up / escalated calls Manage people’s expectations and update people on progress or Slippages.
• Co-ordinate / facilitate escalations of Major Incidents to resolve teams.
• Assist, provide cover and deputize for Technical Support Manager as and when required.
• Work closely with the Problem Manager to establish possible root cause of Major Incident and aid in the resolution of Problems, ultimately leading to the prevention of further similar incidents.
• Review and update the documentation for the current Major Incident and Problem Management processes to be in line contractually and ITIL best practice.
• Review and update the documentation for the current Major Incident and Problem Management processes to be in line contractually and ITIL best practice.
• Produce and maintain the MIR’s (Major Incident Reviews) / PIRs (Post Incident Reviews).
• Assist in the reporting on key metrics, including but not limited to volumes / trends of escalations, chase ups.
• Provide periodic updates to the Customer IT and Business stakeholders.
• Update the TCS leadership teams on the status and progress updates on Incidents.
• Liaise with business representatives to send out communications to customers on a case-by-case basis.
• Provide pre-RCA of the incident resolution as per the agreed SLA.
• Take decisions as appropriate to resolve Major Incidents in a timely and compliant manner.
• Continuous update of the Major Incident in the Customer ITSM system ( at least every 10-30 mins updates or as needed for the situation )
• Create an Initial draft of Post Incident Report within 24 hrs of Closing of War room.
• Hand over the details of the Incident to Problem Manager to trigger opening of Problem records.
• Provide support to - Work with Resolver teams to get an RCA as per the agreed OLA/SLA
• Support the problem manager to - Escalate to respective service tower escalation point in case of non-receipt of the RCA
• Support the problem manager to - Collate and update the RCA to share with the stakeholders
• Support the problem manager to Initiate Problem Request, if the service restoration did not fix the underlying issue and assign to the right service tower teams
• Share the 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
• 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 Fix notes , resolution code , affected services , time lines of activities are all updated in the ITSM tools .
• Participate in the Problem review meetings in case of no ongoing War Rooms.

Your Profile

Essential skills/knowledge/experience:

• Technical understanding of technical infrastructure (Networks, Firewall (CISCO & Checkpoint), Proxies, Servers Unix/Windows, Oracle Databases etc.)
• ITIL certified to foundation level & ITIL Incident/Problem Practitioner
• Extensive experience in IT industry
• 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.
• Ability to coordinate with people across the 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.