Tata Consultancy Services
Major Incident Manager
Service Desk Management: • Team Supervision: Lead, mentor, and train a team of service desk agents to maintain high service standards and professional development • Workforce Management: Schedule staff, manage workloads, and set coverage to ensure constant service availability • Daily Operations: Oversee the day-to-day functioning of the service desk, ensuring efficient and effective problem resolution. • Ticket Management: Manage the queue of support tickets, ensuring proper assignment, escalation, and timely resolution within SLAs • Process Improvement: Develop, refine, and document processes for troubleshooting and problem resolution to improve service efficiency and customer experience. • Knowledge Base Management: Ensure the accuracy and maintenance of documentation for recurring issues and their resolutions. • Reporting: Daily, Weekly and Monthly reporting of operational metrics
Major Incident Management: Managing the incident lifecycle from detection to closure, facilitating cross-functional teams, ensuring timely and clear stakeholder communication, conducting post-incident reviews for continuous improvement, and developing incident management tools and processes • Orchestrate Response: Lead and facilitate all investigation activities, meetings, and conference calls, ensuring a collaborative approach to resolution. • Communicate Effectively: Issue all communications to key stakeholders and customers regarding the incident's status and expected resolution. • Manage Teams: Matrix-manage various technical and operational teams, including external third parties, to develop and execute collaborative action plans with clear roles and deadlines. • Drive to Resolution: Ensure the incident is resolved quickly, whether through a temporary workaround or a permanent fix. • Document Progress: Maintain accurate records and logs of the incident, including technical diagrams and contact information. • 5+ years of experience in Service Desk management or IT MIM support.
Salary Range- $70,000-$75,000 a year
#LI-SP3 #LI-VX1
Service Desk Management: • Team Supervision: Lead, mentor, and train a team of service desk agents to maintain high service standards and professional development • Workforce Management: Schedule staff, manage workloads, and set coverage to ensure constant service availability • Daily Operations: Oversee the day-to-day functioning of the service desk, ensuring efficient and effective problem resolution. • Ticket Management: Manage the queue of support tickets, ensuring proper assignment, escalation, and timely resolution within SLAs • Process Improvement: Develop, refine, and document processes for troubleshooting and problem resolution to improve service efficiency and customer experience. • Knowledge Base Management: Ensure the accuracy and maintenance of documentation for recurring issues and their resolutions. • Reporting: Daily, Weekly and Monthly reporting of operational metrics
Major Incident Management: Managing the incident lifecycle from detection to closure, facilitating cross-functional teams, ensuring timely and clear stakeholder communication, conducting post-incident reviews for continuous improvement, and developing incident management tools and processes • Orchestrate Response: Lead and facilitate all investigation activities, meetings, and conference calls, ensuring a collaborative approach to resolution. • Communicate Effectively: Issue all communications to key stakeholders and customers regarding the incident's status and expected resolution. • Manage Teams: Matrix-manage various technical and operational teams, including external third parties, to develop and execute collaborative action plans with clear roles and deadlines. • Drive to Resolution: Ensure the incident is resolved quickly, whether through a temporary workaround or a permanent fix. • Document Progress: Maintain accurate records and logs of the incident, including technical diagrams and contact information. • 5+ years of experience in Service Desk management or IT MIM support.
Salary Range- $70,000-$75,000 a year
#LI-SP3 #LI-VX1