Technical Support spec - ITSM, Telecom

Technology, Data & Digital · IT Infrastructure & Security · IT Support · QA & Testing · Software Engineering

In short

The Major Incident Manager and Problem Manager is responsible for the end-to-end management of P1 and P2 incidents, ensuring rapid restoration of IT services with minimal business impact. The role demands strong leadership, excellent communication with senior stakeholders, and the ability to coordinate across teams, vendors, and business units, requiring rotational shifts for 24x7 coverage. Additionally, the incumbent will drive post-incident reviews, in-depth RCAs, and enable the KEDB process to maintain organizational knowledge according to global standards.

Responsibilities

Own and drive the complete lifecycle of P1/P2 major incidents from detection to resolution and post-incident review.
Convene and chair bridge calls / war rooms with technical resolvers, vendors, and senior stakeholders.
Provide real-time status updates to senior management and affected business teams.
Ensure adherence to SLA/OLA targets for major incident response, escalation, and resolution timelines.
Coordinate escalations to third-party vendors and technology partners.
Perform 24x7 on-call duties on a rotational shift basis.
Monitor alerts and event queues to proactively identify potential major incidents.
Facilitate structured Post-Incident Reviews (PIR) / Root Cause Analysis (RCA) within agreed timeframes.
Document incident timelines, contributing factors, and corrective actions.
Track and follow up on all action items arising from PIR/RCA to closure.
Identify recurring incident patterns and proactively escalate to Problem Management.
Manage logging, prioritization, investigation, resolution, and closure of problems, and maintains the Known Error Database (KEDB).
Lead root cause analyses on major incidents using 5 Whys, fishbone, fault tree, or Kepner-Tregoe, and tracks corrective and preventive actions to completion.
Run trend analysis on incident and monitoring data to catch recurring issues early.
Define the process and reports on repeat incident rate, problem aging, SLA compliance, and RCA completion.
Mentor Problem Managers, runs problem review boards and post-incident reviews, and advises leadership on risk and trends.
Configure the Problem module in ServiceNow, links incidents, changes, and CIs via the CMDB, builds workflows, publishes Known Error articles, and creates Performance Analytics dashboards.
Set up Problem issue types and workflows in Jira Service Management, links problems to incidents and engineering tickets, writes JQL filters and automation rules, and documents RCAs in Confluence.

Requirements

7-10+ years in IT operations or service management
4+ years in problem or major incident management
ITIL 4 Foundation
Hands-on ITSM platform experience
Strong technical grounding
Data analysis skills
Proficiency with ITSM tools: ServiceNow, Remedy, Jira Service Management, or equivalent.
Familiarity with monitoring tools such as Dynatrace, SolarWinds, Nagios, PagerDuty, or similar.
Working knowledge of infrastructure components: servers, networks, databases, cloud platforms (AWS/Azure/GCP).
Ability to read and interpret technical logs, alerts, and dashboards.
Exceptional communication skills – able to deliver clear, concise updates to both technical and non-technical audiences.
Strong leadership and conflict resolution skills.
Ability to remain calm, structured, and decisive under pressure.
Excellent documentation and report-writing skills.
Strong analytical mindset with attention to detail.

Desired Qualifications

ITIL 4 Managing Professional or Strategic Leader (Preferred)
Six Sigma Green Belt (advantageous)
Certified in Knowledge Centered Service (KCS®) Practices (preferred)

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.
Work with a global technology company, home to more than 230,000 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.

Skills

ServiceNowJira Service ManagementRemedyDynatraceSolarWindsNagiosPagerDutyAWSAzureGCPITILSix SigmaKCS

#ITSM#Telecom#Incident Management#Problem Management#RCA#KEDB#ServiceNow#Jira Service Management#ITIL#Six Sigma#KCS

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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