Engineer (Support & Operations)
HCLTech · Noida, Uttar Pradesh, India
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Job description
Engineer (Support & Operations) India Engineer (Support & Operations) Noida, Uttar Pradesh Job Summary Critical Incident Manager is responsible for leading and coordinating the resolution of high-priority (P1/P2) incidents that impact business services. The role ensures rapid restoration of services, effective stakeholder communication, and adherence to SLA/KPI commitments, while driving continuous improvement in incident management processes. Key Responsibilities 1. Incident Ownership & Resolution, 2. Command Center / War Room Leadership, 3. Stakeholder Communication, 4. Monitoring & Incident Detection Skill Requirements Core Technical / Functional Skills Strong Critical Incident / Major Incident Management experience ITIL process knowledge (Incident, Problem, Change) Experience with tools like: ServiceNow / ServiceHub Monitoring tools (SolarWinds, MoogSoft, etc.) Understanding of infrastructure (network, servers, applications), 🔹 Operational Skills SLA/KPI management and reporting Incident prioritization & escalation handling Command center / global operations experience Vendor and cross-team coordination, Additional (Good to Have) Experience in 24x7 support environments Knowledge of automation / AIOps tools Continuous improvement and process optimization mindset Other Requirements NA