Walk-in || Tcs hiring MIM For Chennai

Job description

**Company:** Tata Consultancy Services (TCS) **Role:** Major Incident Manager (MIM) **Experience:** 68 Years **Location:** Sholinganallur, Chennai **Employment Type:** Full Time Job Summary TCS is looking for an experienced **Major Incident Manager (MIM)** with strong expertise in ITSM Incident and Major Incident Management processes. The ideal candidate should have hands-on experience in managing P1/P2 incidents, driving service restoration efforts, ensuring SLA compliance, and collaborating with multiple stakeholders across customer, supplier, and third-party environments. Key Responsibilities - Lead end-to-end **Incident and Major Incident Management** processes. - Manage the complete lifecycle of **Priority 1 (P1) and Priority 2 (P2) incidents** and drive quick service restoration. - Develop, document, communicate, and maintain Incident Management processes, procedures, and governance frameworks. - Ensure adherence to ITIL-based Incident Management standards and best practices. - Create and maintain escalation matrices and escalation procedures for unresolved incidents. - Facilitate cross-functional collaboration between internal teams, customers, and third-party vendors. - Conduct Major Incident bridge calls and provide timely stakeholder communications. - Perform post-incident reviews (PIR), root cause analysis coordination, and incident trend analysis. - Prepare and present operational reports, dashboards, SLA/KPI metrics, and service improvement recommendations. - Drive continual service improvement initiatives to reduce recurring incidents. - Ensure alignment with ITSM processes including: - Change Management - Configuration Management - Knowledge Management - Request Fulfillment - Service Level Management - IT Asset Management - Develop user documentation, SOPs, training materials, and conduct process training sessions. Required Skills & Experience - IT experience with **in Incident/Major Incident Management**. - Strong knowledge of **ITSM and ITIL Incident Management frameworks**. - Proven experience in handling high-severity incidents in large enterprise environments. - Expertise in SLA, KPI, Technical KPI monitoring and reporting within infrastructure environments. - Experience in preparing and analyzing operational reports and dashboards. - Hands-on experience with Service Management/Ticketing tools such as: - ServiceNow - Remedy - Jira Service Management - Similar ITSM platforms - Strong stakeholder management and vendor coordination skills. - Excellent communication, presentation, and relationship management abilities. - Ability to work in a fast-paced environment and manage multiple critical incidents simultaneously. Preferred Qualifications - ITIL Foundation/Intermediate Certification. - Experience in Infrastructure Services and Operations Management. - Knowledge of Service Improvement and Governance Frameworks. Keywords Major Incident Manager, MIM, Incident Management, ITSM, ITIL, ServiceNow, P1 Incident, P2 Incident, SLA Management, KPI Reporting, Service Operations, Infrastructure Management, Problem Management, Change Management, Chennai Jobs, TCS Jobs. **Immediate joiners or candidates with a short notice period will be preferred.**