Incident Manager

HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

This role oversees the management and resolution of critical incidents within large-scale IT operations, leveraging advanced expertise in ITSM tools to ensure service continuity, SLA adherence, and process optimization. The position empowers teams, drives operational excellence, and introduces innovative solutions to enhance business outcomes and client satisfaction.

Key Responsibilities

1. Lead end-to-end critical incident management using ServiceNow and BMC Remedy, ensuring rapid resolution of high-impact incidents and adherence to client SLAs.
2. Assess and qualify incidents as critical or major, and re-prioritize as necessary.
3. Set up and manage recovery bridges, ensuring warm handoffs to technical teams.
4. Send periodic updates (every 30–60 minutes) to stakeholders until resolution.
5. Lead post-incident reviews and ensure Root Cause Analysis (RCA) documentation is completed within SLA.
6. Manage escalations across support teams and suppliers.
7. Ensure adherence to compliance requirements and conduct operational audits.
8. Own and drive the Major Incident Management Process across all suppliers and internal teams.
9. Ensure awareness and training of all roles involved in incident management.
10. Communicate changes to processes and policies to relevant stakeholders.
11. Drive process optimization and automation initiatives in SNOW Admin by implementing advanced workflows, integrations, and reporting for enhanced operational efficiency.
12. Provide expert guidance to support teams on critical incident escalation, root cause analysis, and service restoration using CA Service Desk and other platforms.
13. Mentor and empower team members by sharing best practices in incident handling, communication protocols, and continuous service improvement.
14. Analyze incident trends and develop strategic solutions for recurring issues, leveraging ITSM toolsets and data analytics to inform business process enhancements.
15. Collaborate with internal stakeholders to align incident management processes with evolving business requirements and compliance standards.
16. Champion innovation by identifying and integrating new tools or methodologies within SNOW Admin and related ITSM platforms to drive operational progress.

Skill Requirements

1. Excellent Knowledge Of Servicenow (SNOW) Administration And Advanced Configuration.

2. Advanced Skills In BMC Remedy, Ca Service Desk, And Avanti For ITSN Operations.

3. Excellent Ability To Analyze, Optimize, And Automate Incident Management Workflows.

4. Advanced Proficiency In Mentoring Teams And Communicating Technical Information Effectively.

5. Excellent Understanding Of ITIL Processes And Service Management Best Practices.

6. Advanced Analytical And Problem Solving Skills For Incident Trend Analysis And Process Improvement.

Certification

1. ITIL Expert or ITIL Managing Professional certificate