SIAM Major Incident Manager (21526)

Full-Time

Dublin City, County Dublin, Ireland

Job Details

 

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Job Title: SIAM Major Incident Manager
Contract: Permanent
Working Model: In office, 24x7 working model shifts

Careers at TCS: It means more
TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

The Role
As a SIAM Major Incident Manager, you will play a critical role in safeguarding the operational stability of a globally recognized fashion retail customer, supporting large-scale transformation programs and business-critical platforms spanning e-commerce, logistics, and retail operations. Based in Dublin, you will work within a high-visibility, globally integrated delivery model, gaining exposure to complex, multi-region projects and engaging directly with senior stakeholders.
This role offers the opportunity to influence end-to-end service performance, drive continuous improvement across incident and problem management processes, and work with state-of-the-art tools and technologies to deliver resilience at scale. Your leadership during high-impact incidents will ensure business continuity while contributing to long-term service innovation and excellence.

Your responsibilities:
  1. Core Responsibilities
  • Lead Major Incident Response
    • Take ownership of high-priority (P1/P2) incidents from identification through to resolution
    • Drive rapid triage, escalation, and recovery actions to minimize business impact
    • Stay Calm under Pressure
  • War Room / Bridge Management
    • Chair Major incident bridge calls, ensuring focused, efficient collaboration
    • Coordinate cross-functional teams (internal, vendors, partners) in real time
  • Stakeholder Communication
    • Provide clear, timely updates to business stakeholders, senior leadership, and clients
    • Translate technical issues into business impact and recovery timelines
  1. SIAM & Vendor Coordination
  • Manage Multi-Vendor Ecosystem
    • Act as a central point of control across multiple service providers
    • Ensure accountability and alignment with SLAs and OLAs
  • Governance & Escalation
    • Enforce incident management processes and escalation paths
    • Ensure all parties meet contractual and operational obligations
  1. Incident Resolution & Recovery
  • Drive Resolution Outcomes
    • Track progress, remove blockers, and push for resolution within agreed SLAs
    • Prioritize restoration of critical services (e.g., e-commerce platforms, customer-facing systems)
  • Risk & Impact Management
    • Assess business impact and adjust response strategies accordingly
    • Escalate risks proactively to minimize disruption
  1. Continuous Improvement
  • Post-Incident Reviews (PIRs)
    • Lead root cause analysis and ensure actionable insights are captured
    • Drive preventative and corrective actions to avoid recurrence
  • Process Enhancement
    • Improve incident management frameworks, playbooks, and response strategies
    • Contribute to automation and tooling improvements (e.g., AI monitoring, alerting systems)
  1. Reporting & Metrics
  • Performance Tracking
    • Monitor KPIs such as MTTR, incident trends, and service availability
    • Produce incident reports and dashboards for stakeholders
  • Trend Analysis
    • Identify recurring issues and systemic weaknesses
    • Collaborate with Problem Management to drive long-term fixes
  1. Collaboration & Leadership
  • Cross-Functional Engagement
    • Work closely with Service Delivery, Problem, Change, and technical teams
    • Align incident management with ongoing transformation initiatives
  • Leadership Under Pressure
    • Maintain control and clarity during high-pressure, business-critical situations
    • Act as a decision-maker when rapid judgement is required

Your Profile
Essential skills/knowledge/experience:
  • 7 to 9 Years of experience as Major Incident Manager preferably in retail industry
  • Experience working in SIAM Framework
  • Experience working as Major Incident Manager in Multi-vendor engagements
  • Excellent communication skills, Problem-Solving Skills & Stakeholder Management
  • Maintain control and clarity during high-pressure, business-critical situations
  • Propose and drive Continuous Service Improvement
  • Any of the following certifications – ITIL V3, V4, SIAM
Desirable skills/knowledge/experience:
  • Experience with ServiceNow ITSM/ITOM (Event Management, CMDB) and driving major incident workflows through tooling.
  • Working knowledge of observability / monitoring platforms (e.g., New Relic, Splunk, Dynatrace, AppDynamics) to accelerate triage and pinpoint blast radius.
  • Retail technology domain exposure (POS/store systems, EPOS, supply chain/WMS, eCommerce) and understanding of trading impact.
  • Experience running executive-grade incident communications (C-level updates, business impact narratives, comms governance) in high-severity outages.
  • Familiarity with SRE/Resilience practices (error budgets, postmortems without blame, runbook maturity, service hardening) to reduce recurrence.
  • Exposure to security incident coordination and working alongside Cyber/InfoSec during P1/P2 events (without needing to be a security specialist).
Rewards & Benefits
TCS is consistently voted 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 at UKI.recruitment@tcs.com with the subject line: “Adjustment Request” or email rebecca.mcclelland@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.

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