Track Lead Critical Incident Management

Job description

Own and drive P1/Critical and P2/High severity incidents from declaration through service restoration and closure. Lead Major Incident bridge calls, engaging relevant resolver groups such as Network, Cloud, Windows, Linux, Database, Security, Middleware and Application teams. Establish incident impact, affected services, business criticality, current status, recovery actions and next steps. Maintain strong command and control during major incidents and ensure technical teams remain focused on restoration. Drive appropriate technical and management escalations when resolution is delayed or additional support is required. Provide clear, concise and timely stakeholder communications throughout the incident lifecycle. Coordinate with vendors, third-party providers and internal support teams during complex incidents. Ensure accurate incident timelines, troubleshooting activities, ownership and restoration details are captured in the ITSM tool. Facilitate post-incident reviews and ensure lessons learned and follow-up actions are documented. Coordinate with Problem Management for Root Cause Analysis (RCA) and prevention of recurring incidents. Identify recurring incident trends and opportunities for operational improvement. Ensure adherence to defined SLA, OLA, escalation matrix and Major Incident Management processes. Support MIM process governance, reporting, audits and continuous service improvement. Provide guidance and mentoring to L1/L2 Major Incident Management resources. Participate in operational reviews and provide management-level incident summaries and trends. Key Responsibilities Own and drive P1/Critical and P2/High severity incidents from declaration through service restoration and closure. Lead Major Incident bridge calls, engaging relevant resolver groups such as Network, Cloud, Windows, Linux, Database, Security, Middleware and Application teams. Establish incident impact, affected services, business criticality, current status, recovery actions and next steps. Maintain strong command and control during major incidents and ensure technical teams remain focused on restoration. Drive appropriate technical and management escalations when resolution is delayed or additional support is required. Provide clear, concise and timely stakeholder communications throughout the incident lifecycle. Coordinate with vendors, third-party providers and internal support teams during complex incidents. Ensure accurate incident timelines, troubleshooting activities, ownership and restoration details are captured in the ITSM tool. Facilitate post-incident reviews and ensure lessons learned and follow-up actions are documented. Coordinate with Problem Management for Root Cause Analysis (RCA) and prevention of recurring incidents. Identify recurring incident trends and opportunities for operational improvement. Ensure adherence to defined SLA, OLA, escalation matrix and Major Incident Management processes. Support MIM process governance, reporting, audits and continuous service improvement. Provide guidance and mentoring to L1/L2 Major Incident Management resources. Participate in operational reviews and provide management-level incident summaries and trends. Skill Requirements Own and drive P1/Critical and P2/High severity incidents from declaration through service restoration and closure. Lead Major Incident bridge calls, engaging relevant resolver groups such as Network, Cloud, Windows, Linux, Database, Security, Middleware and Application teams. Establish incident impact, affected services, business criticality, current status, recovery actions and next steps. Maintain strong command and control during major incidents and ensure technical teams remain focused on restoration. Drive appropriate technical and management escalations when resolution is delayed or additional support is required. Provide clear, concise and timely stakeholder communications throughout the incident lifecycle. Coordinate with vendors, third-party providers and internal support teams during complex incidents. Ensure accurate incident timelines, troubleshooting activities, ownership and restoration details are captured in the ITSM tool. Facilitate post-incident reviews and ensure lessons learned and follow-up actions are documented. Coordinate with Problem Management for Root Cause Analysis (RCA) and prevention of recurring incidents. Identify recurring incident trends and opportunities for operational improvement. Ensure adherence to defined SLA, OLA, escalation matrix and Major Incident Management processes. Support MIM process governance, reporting, audits and continuous service improvement. Provide guidance and mentoring to L1/L2 Major Incident Management resources. Participate in operational reviews and provide management-level incident summaries and trends. Other Requirements Own and drive P1/Critical and P2/High severity incidents from declaration through service restoration and closure. Lead Major Incident bridge calls, engaging relevant resolver groups such as Network, Cloud, Windows, Linux, Database, Security, Middleware and Application teams. Establish incident impact, affected services, business criticality, current status, recovery actions and next steps. Maintain strong command and control during major incidents and ensure technical teams remain focused on restoration. Drive appropriate technical and management escalations when resolution is delayed or additional support is required. Provide clear, concise and timely stakeholder communications throughout the incident lifecycle. Coordinate with vendors, third-party providers and internal support teams during complex incidents. Ensure accurate incident timelines, troubleshooting activities, ownership and restoration details are captured in the ITSM tool. Facilitate post-incident reviews and ensure lessons learned and follow-up actions are documented. Coordinate with Problem Management for Root Cause Analysis (RCA) and prevention of recurring incidents. Identify recurring incident trends and opportunities for operational improvement. Ensure adherence to defined SLA, OLA, escalation matrix and Major Incident Management processes. Support MIM process governance, reporting, audits and continuous service improvement. Provide guidance and mentoring to L1/L2 Major Incident Management resources. Participate in operational reviews and provide management-level incident summaries and trends. 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. Opens in a new tab. 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