TCS Incident Manager Interview Questions, Process, and Tips

Incident Management is the process of identifying, analyzing, and resolving incidents to minimize their impact on business operations.

• Incident Management involves responding to incidents in a timely manner to restore normal service operation.

• It includes documenting incidents, analyzing root causes, and implementing preventive measures.

• Examples of incidents include system outages, security breaches, and data loss.

• The go...read more

Change management is the process of managing changes to a system or organization in a controlled and systematic manner.

• Involves planning, implementing, and controlling changes to ensure minimal disruption

• Focuses on communication, training, and stakeholder engagement

• Utilizes tools like change control boards and change logs

• Examples include software updates, organizational restructuring, and process improvements

ITIL structure defines the best practices for IT service management.

• ITIL stands for Information Technology Infrastructure Library

• It provides a framework for IT service management

• It includes processes such as Incident Management, Problem Management, Change Management, etc.

• Helps organizations align IT services with business needs

I use a variety of tools in my project including incident management software, communication tools, monitoring tools, and collaboration platforms.

• Incident management software (e.g. ServiceNow, Jira Service Desk)

• Communication tools (e.g. Slack, Microsoft Teams)

• Monitoring tools (e.g. Nagios, SolarWinds)

• Collaboration platforms (e.g. Confluence, SharePoint)

Identify root cause, prioritize servers, implement temporary fix, escalate to higher level support if needed

• Identify the root cause of the issue affecting multiple servers

• Prioritize servers based on criticality and impact on business operations

• Implement a temporary fix to restore service on the most critical servers first

• Escalate the issue to higher level support or technical teams if necessary

• Monitor the situation clo...read more