SME Critical Incident Management

Job description

The Critical Incident Manager (CIM) is responsible for end‑to‑end ownership of high‑severity (P1/P2) incidents, ensuring rapid service restoration, effective stakeholder communication, and minimal business impact. The role requires strong leadership under pressure, excellent coordination skills across technical, business, and vendor teams, and a deep understanding of ITIL‑based service management.\r\nThis is a command‑and‑control role with high visibility to senior leadership and customers. Key Responsibilities Incident Management & Command Leadership\r\n\r\nOwn and manage Major/Critical Incidents (P1/P2) from detection to resolution.\r\nAct as the Incident Commander during live incidents, driving war rooms/bridge calls.\r\nEnsure rapid triage, root cause identification, and service restoration.\r\nMake real‑time decisions, manage priorities, and remove execution blockers.\r\nEnforce incident management processes as per ITIL / ITSM standards.\r\n\r\nStakeholder & Executive Communication\r\n\r\nProvide clear, concise, and timely updates to senior leadership, customers, and business stakeholders.\r\nPrepare executive‑level communication including:\r\n\r\nIncident notifications\r\nBusiness impact statements\r\nRestoration updates\r\nExecutive summaries\r\n\r\n\r\nHandle customer escalations with confidence and professionalism.\r\n\r\nCross‑Functional Coordination\r\n\r\nCoordinate with:\r\n\r\nApplication, Infrastructure, Network, Cloud, Security teams\r\nService Desk & NOC\r\nVendors and third‑party providers\r\n\r\n\r\nEnsure accountability across resolver groups and track action items.\r\n\r\nPost‑Incident & Continuous Improvement\r\n\r\nLead Post Incident Reviews (PIR) / RCA sessions.\r\nEnsure high‑quality:\r\n\r\nRoot Cause Analysis (RCA)\r\nCorrective and Preventive Actions (CAPA)\r\n\r\n\r\nTrack problem tickets and ensure permanent fixes.\r\nIdentify trends and recommend process, automation, and resilience improvements.\r\n\r\nGovernance, Metrics & Compliance\r\n\r\nEnsure adherence to SLAs, OLAs, and contractual obligations.\r\nMaintain incident documentation and audit readiness.\r\nDefine and report KPIs such as:\r\n\r\nMTTR\r\nIncident recurrence\r\nSLA compliance\r\n\r\n\r\nSupport customer audits and senior management reviews.\r\n\r\n Skill Requirements Technical & Process Skills\r\n\r\nStrong expertise in ITIL Incident, Problem, and Change Management\r\nExperience with enterprise ITSM tools such as:\r\n\r\nServiceNow (preferred)\r\nBMC Remedy, Jira Service Management, etc.\r\n\r\n\r\nGood understanding of:\r\n\r\nInfrastructure (Server, Network, Storage)\r\nApplications & Middleware\r\nCloud platforms (Azure/AWS – preferred)\r\n\r\n\r\nAbility to quickly understand complex production environments.\r\n\r\nLeadership & Soft Skills\r\n\r\nExceptional crisis management and decision‑making skills\r\nStrong verbal and written executive communication\r\nAbility to remain calm and assertive under pressure\r\nExcellent stakeholder and conflict management skills\r\nHigh sense of ownership and accountability Other Requirements Bachelor’s degree in IT, Engineering, or related field\r\nITIL v3 / ITIL 4 certification – Mandatory or Highly Preferred\r\nAdditional certifications (good to have):\r\n\r\nPMP / Prince2 Job Description : Experience managing incidents for large enterprise or global customers\\\\r\\\\nExposure to 24x7 operations and on‑call environments\\\\r\\\\nExperience working in managed services / SI / BFSI / Telecom / Healthcare environments\\\\r\\\\nPrior experience handling executive and customer‑facing escalations\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nKey Success Factors\\\\r\\\\n\\\\r\\\\nFast and effective service restoration\\\\r\\\\nClear and confident leadership during outages\\\\r\\\\nHigh customer satisfaction during crisis situations\\\\r\\\\nReduction in repeat incidents\\\\r\\\\nImproved IT service resilience\\\\r\\\\n\\\\r\\\\n Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is 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. 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 2026 totaled $14.8 billion. • Disclaimer • Privacy Statement • Terms of use • Sitemap • Raise a Grievance • We use cookies on our site. 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