The Job

Lead Administrator (Support &Operations)

Teknik, data och digitalt · IT-infrastruktur och säkerhet · IT-support · DevOps · Mjukvaruutveckling

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I korthet

This role is for a Lead Administrator (Support & Operations) in Chennai, India, responsible for managing the end-to-end Major Incident Management process to restore critical business services within SLAs. The role involves leading technical teams, stakeholder communication, incident coordination, and driving Root Cause Analysis to improve services.

Ansvarsområden

  • Own and manage the lifecycle of P1/P2 Major Incidents.
  • Lead Major Incident bridges and war-room calls.
  • Coordinate technical resolver groups, vendors, and third-party teams during service outages.
  • Ensure rapid service restoration while minimizing business impact.
  • Drive incident prioritization, escalation, and resolution activities.
  • Monitor adherence to SLAs and service restoration targets.
  • Maintain real-time communication with business stakeholders and leadership teams.
  • Ensure proper incident documentation and closure.
  • Act as the single point of contact during critical incidents.
  • Escalate unresolved issues to appropriate technical and management teams.
  • Facilitate cross-functional collaboration among support teams.
  • Manage customer communication during critical outages.
  • Track action items and restoration progress until service recovery.
  • Coordinate Post Incident Reviews (PIRs).
  • Drive RCA completion within defined timelines.
  • Track preventive and corrective actions to closure.
  • Identify recurring incidents and initiate problem management activities.
  • Recommend service improvements to reduce future incidents.
  • Ensure adherence to Incident Management, Major Incident Management, Problem Management, Change Management, and Service Request Management.
  • Support CAB reviews for incidents involving emergency changes.
  • Maintain audit-ready documentation and compliance evidence.
  • Publish Major Incident Reports and Executive Summaries.
  • Track and report MTTR, Incident Volume, SLA Achievement, Recurring Incident Trends, and Business Impact Metrics.
  • Develop dashboards and governance reports.

Krav

  • Strong understanding of ITIL Framework.
  • Experience handling P1/P2 Major Incidents.
  • Excellent stakeholder and customer management skills.
  • Strong communication and bridge-call moderation skills.
  • Ability to work in high-pressure environments.
  • Strong analytical and problem-solving capabilities.
  • Experience coordinating cross-functional technical teams.
  • Understanding of change, problem, and configuration management processes.
  • Proficiency in ITSM platforms like ServiceNow, BMC Remedy, Jira Service Management, Ivanti, or Cherwell.
  • Experience with monitoring and collaboration tools such as Dynatrace, AppDynamics, Splunk, SolarWinds, Microsoft Teams, or Zoom.
  • Understanding of Windows & Linux Platforms, Network Infrastructure, Data Center Operations, Cloud Services (Azure, AWS, GCP), Database Technologies, and Storage & Backup Solutions.

Förmåner

  • You'll supercharge your potential.
  • You'll find your career.
  • You'll find your spark.
  • A place that knows that helping its customers stay on top starts by putting its people first.
#ITSM#Major Incident Management#ITIL#P1/P2 Incidents#Stakeholder Management#Customer Management#Technical Teams Coordination#Root Cause Analysis#Problem Management#Change Management#Service Request Management#CAB#MTTR#SLA#Cloud Services#Windows#Linux#Networking
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Chennai, India

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