Management Incident Manager (MIM) at Tata Consultancy Services

Role Overview

We are seeking a skilled Management Incident Manager (MIM) with 5 to 12 years of experience to join our team in Kolkata, West Bengal. The ideal candidate will be responsible for overseeing incident response efforts, ensuring effective communication among stakeholders, and supporting a 24/7 SLA-based support environment.

Key Responsibilities

• Lead decision-making throughout incident response phases, including investigation, recovery, and restoration of normal operations.
• Operate effectively within a service-level-agreement (SLA) governed, round-the-clock support model.
• Manage major incidents by coordinating resolution efforts and adhering to SLA timelines.
• Conduct Post-Incident Reviews (PIR) following every major incident to identify improvements.
• Facilitate bridge calls engaging various stakeholders to expedite incident resolution.
• Organize regular status update calls with customers to communicate on recent major incidents.
• Maintain precise handover and takeover documentation between incoming and outgoing shifts.

Candidate Requirements

• A minimum of 5 years and up to 12 years of professional experience in incident management or a related operational support role.
• Demonstrated expertise in managing incident lifecycles within SLA-driven environments.
• Strong communication and coordination skills to engage multiple stakeholders effectively.
• Capability to work under pressure in a 24/7 operational framework.
• Detail-oriented with the ability to produce accurate and comprehensive shift handover notes.

Eligibility

Open to candidates fulfilling the experience criteria and capable of working onsite in Kolkata.