Incident Resolution Specialist

7 days ago


Fort Worth, Texas, United States TATA Consulting Services Full time
Company Overview
TATA Consulting Services is a leading provider of consulting and technology services. Our team of experts helps businesses navigate complex challenges and achieve their goals.

Job Description
We are seeking an experienced Incident Manager to join our team. The ideal candidate will have a strong background in IT infrastructure and major incident management. In this role, you will be responsible for prioritizing incidents based on impact and urgency, as well as assessing resources and capacity. You will act as the single point of contact for Service Desk, Resolver Groups, Business, and Leadership for overall management of outage incidents (P1/P2).

The successful candidate will have excellent communication skills, with the ability to define and send communication updates to Leadership and Business at regular intervals on resolution progress made on outage incidents. They will also captain MIM War Room calls, coordinate incidents through to resolution and recovery, and escalate to 3rd party vendors or Leadership to get necessary support/approvals.

You will work closely with Problem Management to ensure accurate RCAs are performed, and with Operations teams to ensure permanent fixes are applied and eliminate recurring issues. Analyzing relevant data and generating reports and recommendations for continued Operational and Service resilience is also an essential part of the role.

Required Skills and Qualifications
* IT infrastructure and Major Incident background
* Ability to comprehend complex technical architecture diagrams and understand environment setup
* Worked as an infrastructure administrator for 3+ years (preferred)
* Must demonstrate critical thinking and strong problem-solving skills during high-pressure scenarios

Salary Range- $90,000-$100,000 a year.

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