L2 SRE Incident Manager

3 weeks ago

Vancouver, Canada Tata Consultancy Services Full time

About TCS

TCS operates on a global scale, with a diverse talent base of more than 600,000 associates representing 153 nationalities across 55 countries. TCS has been recognized as a Global Top Employer by the Top Employers Institute - one of only eight companies worldwide to have achieved this status. Our organizational structure is domain-led and designed to offer businesses a single window into industry-specific solutions. Our agile industry units have embedded capabilities to enable rapid responses that provide a competitive edge to our customers. This, coupled with a unique Global Network Delivery Model™ (GNDM™), is recognized as the current benchmark of excellence in technology deployment. We have made significant investments in digital technology, horizontal, and vertical platforms, allowing us to successfully serve our clients for over 50 years.

Required Skills:

1. The first point of contact in Product Development for critical live issues on the Client site.

2. Be responsible for driving critical issues and incidents to resolution, minimizing downtime, issue escalation, fix deployment, and root cause analysis.

3. Influence and motivate teams across a diverse set of vertical domains and geographic locations to ensure customer and merchant issues are addressed rapidly and efficiently.

4. Reduce Mean Time to Resolution for these critical site issues.

5. Ensure clear communication to executives and key stakeholders regarding the business impact, risks, prioritization, mitigation, and estimated time-to-fix for these issues.

6. Ensure appropriate monitoring is in place for reliable operations of all applications and initiate corrective action plans when appropriate.

7. Monitor trends and institute continuous process improvements.

8. Work with the Business Units, Development, Operations, QA, Customer Service, Merchant Services, Release Engineering and Release Management to ensure our software applications are available and functional 24x7x365.

9. Frequently interface with cross-functional teams for forging relations to improve reliability of the software, services and collaborating with other teams in taking care of customer issues efficiently.

10. Work with senior management in the event of issue escalation.

Technology Skills & Requirements

Bachelor’s degree in computer science or relevant equivalent industry experience.

Strong leadership abilities. Must have a customer focus and commitment to quality.

Experience managing risk in environments such as financial software development.

Experience in managing/influencing global teams.

Technical Project Management certification/experience a plus.

Strong aptitude for defining and standardizing processes around software development support.

Must be able to diagnose and define problems through symptom analysis.

Must be detail-oriented and able to manage multiple tasks simultaneously with the ability to appropriately prioritize.

Must possess strong verbal and written English communication skills.

Must have excellent interpersonal skills.

Ability to deal with conflict and difficult situations.

Strong decision making and problem-solving skills.

Deep understanding of the software development lifecycle.

Ability to assimilate information rapidly.

Ability to remain composed, methodical, and think quickly in a high-pressured environment.

Working knowledge on Unix/Linux, C++, and Oracle.

Experience in Software Testing would be plus.

Seven or more years of experience in the software industry, with experience in financial and payment systems preferred.

Tata Consultancy Services Canada Inc. is committed to meeting the accessibility needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code (OHRC). Should you require accommodations during the recruitment and selection process, please inform Human Resource

Thank you for your interest in TCS. Candidates that meet the qualification for this position will be contacted within a 2-week period. We invite you to continue to apply for other opportunities that match your profile.

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