SeniorAdministrator - Critical Incident Management

Job Description

SeniorAdministrator - Critical Incident Management

Noida, Uttar Pradesh

Job Summary

Lead Major Incident Management (MIM) bridges for P1/P2 incidents • Coordinate war rooms with technical and service restoration teams • Ensure rapid service restoration with minimal business impact • Oversee end-to-end incident lifecycle management • Ensure proper incident classification, prioritization, and escalation • Send initial, periodic, and closure communications for major incidents • Coordinate with resolver groups and stakeholders during incidents • Escalate incidents to appropriate teams and track resolution progress • Support root cause analysis (RCA) and incident trend analysis • Ensure SLA adherence and process compliance • Conduct ticket quality reviews and governance reporting

Key Responsibilities

Strong experience in ITIL Incident and Major Incident Management • Experience in war room and bridge call management • Strong stakeholder communication and coordination skills • Experience with ITSM tools (ServiceNow preferred) • Understanding of SLA-driven service operations

Skill Requirements

The ITSM Process Manager (Critical Incident Management) is responsible for governance and execution of Major Incident Management (MIM) processes within a managed services environment. The role focuses on incident lifecycle management, stakeholder coordination, and service restoration while ensuring SLA adherence and business continuity.

Other Requirements

3-7 years in ITSM / Service Operations roles with strong focus on Major Incident Management Key KPIs • Mean Time to Restore Service (MTTR) • SLA adherence for critical incidents • Timeliness of incident communication • Reduction in repeat incidents • Quality of RCA documentation

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Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.