Engineer (Support & Operations)

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · Systems Engineering

In short

Responsible for leading and coordinating the resolution of high-priority incidents impacting business services. Ensures rapid restoration of services, effective stakeholder communication, and adherence to SLA/KPI commitments, while driving continuous improvement in incident management processes. Requires strong Critical Incident Management experience and ITIL process knowledge.

Responsibilities

Incident Ownership & Resolution
Command Center / War Room Leadership
Stakeholder Communication
Monitoring & Incident Detection

Requirements

Strong Critical Incident / Major Incident Management experience
ITIL process knowledge (Incident, Problem, Change)
Experience with tools like: ServiceNow / ServiceHub
Experience with monitoring tools (SolarWinds, MoogSoft, etc.)
Understanding of infrastructure (network, servers, applications)
SLA/KPI management and reporting
Incident prioritization & escalation handling
Command center / global operations experience
Vendor and cross-team coordination

Desired Qualifications

Experience in 24x7 support environments
Knowledge of automation / AIOps tools
Continuous improvement and process optimization mindset

Benefits

Supercharge your potential
Find your career
Find your spark
A place that knows that helping its customers stay on top starts by putting its people first
Global technology company with over 230,000 people across 60 countries
Delivering industry-leading capabilities centered around digital, engineering, cloud and AI
Industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services
Consolidated revenues of $14.8 billion (12 months ending September 2026)

Skills

Critical Incident ManagementITILServiceNowServiceHubSolarWindsMoogSoftSLA managementKPI managementautomationAIOps

#support#operations#incident management#ITIL#Noida

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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 September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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