Track Lead - Critical Incident Management

Technology, Data & Digital

In short

Responsible for leading end-to-end management of P1/Critical and high-impact P2 incidents, ensuring rapid service restoration and effective communication. This role acts as the central command point during major incidents, coordinating various technical teams and stakeholders. Requires strong analytical, problem-solving, and executive communication skills with a background in ITIL processes and ITSM platforms.

Responsibilities

Lead the end-to-end management of P1/Critical and high-impact P2 incidents.
Establish and lead technical incident bridge/war-room calls.
Engage appropriate resolver groups, SMEs, vendors, and leadership teams.
Ensure appropriate escalation when progress, ownership, or technical engagement is insufficient.
Maintain accurate incident timelines, decisions, actions, and restoration records.
Provide clear and timely incident communications to customer stakeholders and HCLTech leadership.
Translate complex technical issues into concise business-impact and executive-level updates.
Facilitate post-incident reviews for critical incidents.
Coordinate with Problem Management and technical teams for Root Cause Analysis (RCA).
Track corrective and preventive actions to closure.
Identify recurring incident patterns and opportunities for permanent remediation.
Ensure adherence to ITIL-based Incident and Major Incident Management processes.
Monitor major incident KPIs such as MTTA, MTTR, recurrence, communication effectiveness, and action closure.
Identify process gaps and drive continual service improvement.
Coordinate teams across technologies including infrastructure, cloud, network, database, middleware, IAM, cybersecurity, and application support.
Work effectively across global delivery teams and multiple time zones.

Requirements

Strong experience in Major/Critical Incident Management.
Excellent understanding of ITIL Incident, Problem and Change Management.
Strong command-and-control capability during high-pressure incidents.
Ability to understand infrastructure, cloud, application, network, and security technologies at a functional level.
Strong analytical and problem-solving skills.
Excellent executive communication and stakeholder-management skills.
Experience facilitating technical bridge calls with multiple resolver groups.
Strong understanding of RCA methodologies.
Experience with ServiceNow or equivalent ITSM platform.
Knowledge of monitoring/observability platforms such as Splunk, Dynatrace, AppDynamics, Datadog, SolarWinds, Azure Monitor, or AWS CloudWatch.
Strong documentation, reporting, and presentation skills.
8–12+ years of overall IT/ITSM experience.
Approximately 4+ years of strong Major/Critical Incident Management experience preferred.
Experience managing business-critical incidents in large enterprise environments.
Experience working within global managed-services delivery models.

Desired Qualifications

Pharma/Life Sciences or another regulated-industry background is preferred for regulated customer accounts.
ITIL 4 Foundation / ITIL Managing Professional
PMP or PRINCE2 beneficial.
ServiceNow certification beneficial.
Relevant Cloud/Infrastructure certification advantageous.
Crisis leadership and composure.
Decision making under pressure.
Strong ownership and accountability.
Executive communication.
Technical coordination.
Stakeholder management.
Conflict resolution.
Analytical thinking.
Structured problem solving.
Customer focus.

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.

Skills

ITILServiceNowSplunkDynatraceAppDynamicsDatadogSolarWindsAzure MonitorAWS CloudWatchPMPPRINCE2

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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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