Key Responsibilities

Major Incident Ownership & Control

• Own and manage all Major / P1 incidents from identification through closure.
• Assess incident severity, business impact, and urgency to confirm Major Incident classification.
• Ensure the Major Incident Management process is correctly initiated and followed.
• Drive the MIM call with TCS tech teams and Customer Service Manager

Incident Coordination & Resolution

• Lead and coordinate multi‑tower technical teams and Customer Service Managers during major incidents.
• Initiate and manage incident bridges / war rooms, ensuring structured troubleshooting and decision‑making.
• Remove blockers, drive accountability, and maintain momentum toward service restoration.
• Ensure incidents are managed in line with agreed SLAs and OLAs

Stakeholder & Executive Communication

• Act as the single communication authority during a Major Incident.
• Provide clear, concise, and timely updates to senior leadership, customers, and business stakeholders.
• Ensure all communications accurately reflect current status, business impact, mitigation actions, and ETA.
• Manage escalation to executive forums when required Incident Documentation & Governance
• Ensure Major Incidents are accurately logged and maintained in the ITSM tool ( ServiceNow).
• Maintain high‑quality incident records including timelines, decisions, actions, and outcomes.
• Ensure compliance with Incident and Major Incident governance standards.

Post‑Incident Review (PIR) & Continuous Improvement

• Lead Post‑Incident Reviews (PIRs) within agreed timelines following incident resolution.
• Ensure root cause analysis (RCA) is completed and validated with relevant SMEs.
• Track corrective and preventive actions to closure in collaboration with Problem Management.
• Identify systemic issues and drive service improvements to prevent recurrence.

Reporting & Metrics

• Produce regular reports on Major Incident trends, resolution performance, and repeat incidents.
• Provide insights on process gaps, tooling improvements, and operational risks.