Job Type: Permanent
Number of hours: 40 hours per week – full time
Ready to bring your expertise into a high-impact Major Incident Manager role?
We have an exciting role for you – Major Incident Manager!
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 effectively within a dynamic team environment
- Take a proactive approach to solving complex challenges
- Deliver excellence and meaningful outcomes in every interaction
The Role
As a Major Incident Manager, you will be responsible for the end‑to‑end management of high‑impact incidents (P1/P1 Elevated), ensuring rapid restoration of services, minimizing business disruption, and maintaining effective communication throughout the incident lifecycle.
Key responsibilities
- Validate, classify, and take ownership of major incidents, ensuring appropriate prioritization, escalation, and resolution in line with SLAs.
- Lead incident bridge calls, coordinating cross‑functional teams and engaging relevant stakeholders to drive rapid service restoration.
- Mobilize internal teams and third‑party vendors to ensure effective and timely recovery of services.
- Provide clear, timely communication to business users, IT leadership, and stakeholders throughout the incident lifecycle.
- Issue major incident notifications, escalations, and resolution updates as required.
- Drive collaborative action plans with defined ownership, timelines, and measurable outcomes.
- Ensure effective triage, resource allocation, and conflict resolution during incidents.
- Maintain accurate and up‑to‑date incident records, timelines, and actions within ITSM tools.
- Produce Major Incident Reports (MIR) and support Post‑Incident Reviews (PIR).
- Analyze incident data to identify trends and opportunities for continuous improvement.
- Contribute to the ongoing enhancement of Major Incident Management processes, knowledge bases, and tooling.
Your Profile
Essential skills/knowledge/experience
- Strong incident leadership and crisis management capabilities.
- Excellent communication and stakeholder management skills.
- Ability to make decisions under pressure and resolve conflicts effectively.
- Good understanding of ITSM/ITIL frameworks.
- Proven ability to coordinate across multiple teams and suppliers.
- Strong analytical and problem‑solving skills.
- Experience in Change Management.
- Experience in Problem Management.
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.
We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon.
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 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.
As a Disability Confident Employer, we offer an interview to applicants with disabilities or long‑term conditions who meet the minimum criteria for the role. Please email us at UKI.recruitment@tcs.com if you would like to opt in.
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