Job Type: Permanent
Job Location: Letterkenny GDC (Hybrid: 3 days onsite per week, coverage Irish hours, including Saturday and Sunday on a rotational basis)
Do you have a track record in leading and coordinating high-severity incidents end-to-end, acting as the single point of contact to restore service quickly and reduce business impact?
Are you ready to join a global IT company where you’ll have the autonomy to shape your career?
Join TCS as a Major Incident Manager!
Outline of Role
The Major Incident Manager is a mission-critical role responsible for the rapid resolution of high severity incidents to ensure service continuity, protect customer experience, and minimize business disruption.
The role leads end to end incident response across technical and business stakeholders in a operational environment. The role ensures business continuity, operational stability, and excellence in incident response during critical service disruptions.
You will work directly with senior technical and business stakeholders, running war rooms/bridge calls and delivering clear, timely communications during critical events.
You will strengthen your ITIL/ServiceNow capability through playbooks, simulations and continuous improvement (RCA/RFO, trend analysis), helping prevent repeat incidents and improving operational resilience.
The key objectives are to:
Restore normal service operations at the earliest possible time.
Minimize business impact and downtime during critical incidents.
Ensure clear, timely, and consistent stakeholder communication.
Drive continuous improvement through trend analysis and root cause prevention.
Your responsibilities:
Lead and coordinate Major Incident (P1/P2) lifecycle management.
Function as Single Point of Contact (SPOC) during high‑impact incidents
Drive bridge calls / war rooms and engage cross‑functional teams.
Ensure SLA/OLA‑compliant communications (MINs, updates, restorations)
Validate incident impact, severity, and priority.
Perform and govern RCA/RFO with Problem Management
Maintain incident documentation and dashboards via ITSM tools.
Strengthen operational readiness through training, simulations, and playbooks.
Your Profile
Essential skills/knowledge/experience:
ITIL‑driven Major Incident expertise.
Strong leadership under high‑pressure situations.
Excellent stakeholder communication and coordination.
Hands‑on proficiency with ServiceNow / ITSM platforms.
Exposure to monitoring tools (Splunk, Dynatrace, etc.)
Desirable skills/knowledge/experience:
ITIL accreditation.
Microsoft Certified: Windows Server.
ServiceNow Certified System Administrator.
Rewards & Benefits
TCS is consistently voted as a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and 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 and partner with our local communities in Ireland.
Diversity, Inclusion and Wellbeing
Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the Ireland Employment Equality Acts 1998-2011 (as amended) and the Equal Status Acts 2000-2012 (as amended).
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.
If you are an applicant who needs any adjustments to the application process or interview, please contact us with the subject line: “Adjustment Request” or email jennifer.long@tcs.com to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.
Beware of Fraudulent offers
This is to notify you that TCS does not ask for any sort of payment or security deposit from candidates at any stage of the recruitment process. The firm never sends out job offers from free internet email services like Gmail, Yahoo Mail, and so on. TCS has not authorised any third‑party company to collect money on their behalf. As a vigilant job seeker, beware of fraudulent recruitment activity and protect your interests! You can write to UKI.Recruitment@tcs.com to report any fraudulent activity.
Due to the high volume of applications, we will be unable to contact each applicant individually on the status of their application. If you have not received a direct response within 30 days, then it should be deemed unsuccessful on this occasion.
Join us and do more of what matters. Apply online now.
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