Track Lead Critical Incident Management

Job description

Overall Objectives of job • Set up and govern Major Incident Management (MIM) and Change Management processes. • Lead major incident calls and drive resolution coordination across teams. • Act as Change Coordinator and manage end-to-end change lifecycle. • Schedule and facilitate CAB/ECAB meetings. • Ensure process compliance, risk assessment, RCA reviews, and service governance. • Track KPIs, prepare operational reports, and drive continuous process improvements. • Collaborate with infrastructure, application, cloud, and business teams to ensure service stability. Required Skills & Experience • 8-12 years of experience in IT Service Management, Incident Management, or Change Management. • Strong hands-on experience with MIM, CAB governance, and Change Management processes. • Experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management. • Good understanding of ITIL best practices. • Strong stakeholder management, communication, and coordination skills. Preferred Qualifications • ITIL certification. • Experience in enterprise/global delivery environments. Key Responsibilities Overall Objectives of job • Set up and govern Major Incident Management (MIM) and Change Management processes. • Lead major incident calls and drive resolution coordination across teams. • Act as Change Coordinator and manage end-to-end change lifecycle. • Schedule and facilitate CAB/ECAB meetings. • Ensure process compliance, risk assessment, RCA reviews, and service governance. • Track KPIs, prepare operational reports, and drive continuous process improvements. • Collaborate with infrastructure, application, cloud, and business teams to ensure service stability. Required Skills & Experience • 8-12 years of experience in IT Service Management, Incident Management, or Change Management. • Strong hands-on experience with MIM, CAB governance, and Change Management processes. • Experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management. • Good understanding of ITIL best practices. • Strong stakeholder management, communication, and coordination skills. Preferred Qualifications • ITIL certification. • Experience in enterprise/global delivery environments. Skill Requirements Overall Objectives of job • Set up and govern Major Incident Management (MIM) and Change Management processes. • Lead major incident calls and drive resolution coordination across teams. • Act as Change Coordinator and manage end-to-end change lifecycle. • Schedule and facilitate CAB/ECAB meetings. • Ensure process compliance, risk assessment, RCA reviews, and service governance. • Track KPIs, prepare operational reports, and drive continuous process improvements. • Collaborate with infrastructure, application, cloud, and business teams to ensure service stability. Required Skills & Experience • 8-12 years of experience in IT Service Management, Incident Management, or Change Management. • Strong hands-on experience with MIM, CAB governance, and Change Management processes. • Experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management. • Good understanding of ITIL best practices. • Strong stakeholder management, communication, and coordination skills. Preferred Qualifications • ITIL certification. • Experience in enterprise/global delivery environments. Other Requirements Overall Objectives of job • Set up and govern Major Incident Management (MIM) and Change Management processes. • Lead major incident calls and drive resolution coordination across teams. • Act as Change Coordinator and manage end-to-end change lifecycle. • Schedule and facilitate CAB/ECAB meetings. • Ensure process compliance, risk assessment, RCA reviews, and service governance. • Track KPIs, prepare operational reports, and drive continuous process improvements. • Collaborate with infrastructure, application, cloud, and business teams to ensure service stability. Required Skills & Experience • 8-12 years of experience in IT Service Management, Incident Management, or Change Management. • Strong hands-on experience with MIM, CAB governance, and Change Management processes. • Experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management. • Good understanding of ITIL best practices. • Strong stakeholder management, communication, and coordination skills. Preferred Qualifications • ITIL certification. • Experience in enterprise/global delivery environments. Job Description Overall Objectives of job\\\\r\\\\n\\\\r\\\\n• Set up and govern Major Incident Management (MIM) and Change Management processes.\\\\r\\\\n• Lead major incident calls and drive resolution coordination across teams.\\\\r\\\\n• Act as Change Coordinator and manage end-to-end change lifecycle.\\\\r\\\\n• Schedule and facilitate CAB/ECAB meetings.\\\\r\\\\n• Ensure process compliance, risk assessment, RCA reviews, and service governance.\\\\r\\\\n• Track KPIs, prepare operational reports, and drive continuous process improvements.\\\\r\\\\n• Collaborate with infrastructure, application, cloud, and business teams to ensure service stability.\\\\r\\\\n\\\\r\\\\nRequired Skills & Experience\\\\r\\\\n\\\\r\\\\n• 8-12 years of experience in IT Service Management, Incident Management, or Change Management.\\\\r\\\\n• Strong hands-on experience with MIM, CAB governance, and Change Management processes.\\\\r\\\\n• Experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management.\\\\r\\\\n• Good understanding of ITIL best practices.\\\\r\\\\n• Strong stakeholder management, communication, and coordination skills.\\\\r\\\\n\\\\r\\\\nPreferred Qualifications\\\\r\\\\n• ITIL certification.\\\\r\\\\n• Experience in enterprise/global delivery environments.\\\\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 223,000 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 June 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. 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