Crisis Resolution Specialist

2 days ago


Singapore Tata Consultancy Services Limited Full time
Roles & Responsibilities:
As a Crisis Resolution Specialist at Tata Consultancy Services Limited, you will be the primary point of contact for all Major Incidents. Your key responsibilities will include facilitating the Incident and Problem Management processes, participating in major incident resolution calls, and conducting post-mortem analyses to ensure no repeat incidents with known root causes.

Key Accountabilities:
- Facilitate Major Incident response and recovery efforts
- Collaborate with relevant business and technology groups to improve incident recognition, logging, assignment, tracking, status notification, escalation, documentation, and management reporting
- Participate in standard Post-mortem (Root Cause Analysis) process to identify and address repeat incidents
- Develop and implement effective workarounds, assignation processes, and escalation procedures
- Monitor workload of L1 and L2 Service Desk Agents and ensure SLA compliance

Requirements:
- Strong understanding of Airline Domain and industry best practices
- Excellent communication, collaboration, and problem-solving skills


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