Job Title

TCS present an excellent opportunity for Major Incident & Problem Management Job Location: Chennai / Kolkata Experience required: 6-10 yrs Skills: Major Incident & Problem ManagementInterview date: 12-Dec-25 (Friday)Key responsibilities: Effective and rapid response to major incidents, chair all major incident meetings & technical bridges to further develop and maintain the Major Incident Management process. End to End ownership of all major incidents until resolution and publish periodic updates to the relevant technology stakeholders as appropriate on the progress of the incident. Create an Action Plan/Recovery Plan with the help of product teams, assign the actions to the respective owners and track the execution for quick service restoration. Collaborate with product, portfolio leadership & 3 rdparty suppliers as required to resolve issues within the defined SLAs / KPIs. Assess priority for major incidents with product teams and senior IT/Business Leadership. Maintain excellent situational awareness by utilizing tools and communication channels to be on guard for potential new incidents on the rise. Facilitate incident recovery by mobilizing the required technical resources and 3 rdparty suppliers on the incident bridge. Work closely with command center/monitoring team to monitor the overnight critical batches and manage the resolution of stalled or breached jobs with the relevant product teams in a timely manner to avoid any impact to business. Maintain and follow the defined escalation matrix for all internal & external M&S suppliers during Major Incidents for immediate service restoration. Conduct Post Incident Reviews (PIRs) and work with the teams to identify root cause and preventive measure to avoid recurrence. Publish PIR document to the relevant technology stakeholders / leadership team with the gaps identified and track actions until closure. Internal stakeholder communication and War Room Management. Your Profile Key skills/knowledge/experience: IM IT Service Management experience, Strong knowledge of ITIL processes - ITIL v3 or 4 Certified – Foundation/Practioner Flexible to support off business hours via On-Call Extensive experience in handling mission critical incidents Good listening skills, decision making and problem-solving ability Excellent communication skills and should be able to effectively communicate at all levels. Good to have: Working experience in IT Operations (preferably Retail Domain) in a complex application & infrastructure landscape.