Major Incident Manager

Join Tata Consultancy Services, Asia Pacific and be part of an organization committed to sustainable development for our future. TCS follows the Tata group philosophy of building sustainable businesses that are rooted in the community and demonstrate care for the environment. Our unique values position us to combine a purpose‑driven worldview with digital innovation, collaborating with customers, communities and governments to lead and shape innovative solutions for a sustainable future. TCS has been carbon neutral in its operations across 11 countries, 12 delivery centres and 18 offices in Asia Pacific since 2022. This is only the initial stage in TCS’ journey as we strive to achieve long‑term net zero emissions by 2030. Corporate sustainability is embedded in our triple‑bottom‑line, focusing on people, the planet, and our purpose. Our offices are designed with eco‑friendly features that significantly reduce our carbon footprint and enhance energy efficiency. We actively champion green initiatives, such as promoting paperless operations, implementing energy‑efficient practices, and fostering employee engagement in sustainability efforts. When you become part of the TCS family, you will play an essential role dedicated to innovation, excellence, and crafting a brighter, greener future together. Join us and be a part of our mission to drive sustainability through technology and talent at Tata Consultancy Services, APAC today. Years of Experience : 5+ years Location : Sydney, Australia Key Skills : We are seeking a Major Incident Manager who can deliver exceptional results by ensuring rapid resolution of critical IT incidents and maintaining strong stakeholder engagement. Roles and Responsibilities Provide outstanding customer service with patience and empathy. Prioritize tasks and make quick decisions to minimize business impact. Communicate effectively with stakeholders using excellent verbal and written skills. Manage major incidents end-to-end, ensuring timely updates and resolution. Work with IT outsourcers or managed service providers (MSPs). Utilize ITSM tools (e.g., ServiceNow) for logging and tracking incidents. Proactively manage incident queues to meet SLAs. Investigate and resolve system/application faults or escalation to engineers as needed. Act as the interface between customers and technical teams for complex issues. Ensure accurate documentation of all interactions and resolutions. Preferred Experience Previous experience in IT Service Management or Major Incident Management. Familiarity with ticketing systems and ITIL processes. Day‑to‑Day Activities Lead major incident calls and coordinate technical teams. Provide timely updates to business stakeholders and executives. Document root cause analysis and lessons learned. Ensure compliance with SLAs and governance processes. About You 5+ years in Major Incident management or incident management roles. Strong stakeholder management and relationship‑building skills. Ability to work under pressure and make quick, informed decisions. Collaborative, inclusive, and able to work across global teams and third‑party providers. Strong knowledge of ITIL framework (Incident, Problem, and Change Management). Proven experience in managing critical IT incidents in large enterprise environments. Excellent communication and stakeholder management skills. About TCS: Tata Consultancy Services (TCS) is part of the Tata group, India’s largest industrial conglomerate. The Tata group’s core purpose is to improve the quality of life of the communities it serves globally, through long‑term stakeholder value creation based on leadership with trust. TCS is a leader in the global marketplace and among the top 10 technology firms in the world. TCS has over 600,000 of the world’s best‑trained IT professional spread across 46 countries. All applicants who meet the requirements will be considered equally and fairly for employment. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Information Technology Industries IT Services and IT Consulting #J-18808-Ljbffr