Tata consultancy services is an equal opportunity employer, our commitment to diversity & inclusion drives our efforts to provide equal opportunity to all candidates who meet our required knowledge & competency needs, irrespective of any socio-economic background, race, color, national origin, religion, sex, gender identity/expression, age, marital status, disability, sexual orientation or any others.we encourage anyone interested to build a career in tcs to participate in our recruitment & selection process.tcs is seeking skilled professionals to join our team as an major incident manager.responsibilities:- drive major incident management for p1/p2: open and facilitate the incident bridge, confirm scope/impact, assign roles, and maintain an execution cadence until restoration.- act as the central point of contact for incident communications: send initial notifications, provide agreed cadence updates, and coordinate stakeholder messaging through resolution and closure.- ensure rapid engagement and escalation per defined processes: mobilize l2/l3 resolver teams, service owners, and vendors; remove access/approval blockers; and drive clear next actions.- maintain accurate servicenow itsm/itom major incident records: correct classification, ownership, timestamps, work notes, and linkage to alerts/events where applicable.- coordinate service restoration decisions (workaround, rollback, failover, change window) with technical and business stakeholders, document decisions and rationale.technical/functional skills:- 2+ years in it operations / service management with hands-on experience managing high-severity incidents (p1/p2) in 24x7 environments.- strong working knowledge of itil-based incident management and escalation practices (classification, bridge leadership, comms, closure, pir/rca handoff).- demonstrated ability to command and control a multi-team incident bridge, drive action tracking, and maintain calm, clear decision-making under pressure.- excellent written and verbal communication skills, including executive-ready updates and concise incident summaries for governance/reporting.- proficiency with servicenow itsm (and familiarity with itom concepts such as event/alert linkage) for major incident ticketing, updates, and timelines.- broad understanding of enterprise infrastructure and application operations (servers, network, storage, backup, cloud/hybrid) and monitoring/observability fundamentals.- strong documentation discipline: accurate work notes, timelines, stakeholder lists, and action tracking with attention to auditability.- ability to work shifts/on-call rotation and collaborate across time zones; comfortable coordinating with multiple internal teams and suppliers during outages.qualifications- advanced knowledge of english- 4+ years of experience in it enviroments- bachelor's in computer science or other equivalent technical discipline*work modality: hybrid *candidate must be located in or willing to relocate to querétaro.it will be requested to attend office at least 3 days per week.