Major Incident Manager

We are HCLTech, one of the largest and fastest-growing technology and DSA companies in the world, with over 227,000 professionals spread across 60 countries, driving progress through industry-leading resources focused on Digital, Engineering, and Cloud.

The driving force behind this work, our people, is a diverse, creative, and passionate group, which enables us to continually raise the standard of excellence in our services. On our side, we work to ensure that each of our professionals can achieve their best, while striving to help them find their daily inspiration and thus become the best version of themselves.

We are looking for a highly talented and self-motivated Major Incident Management professional to join us on our journey to advance in the technological world through innovation and creativity.

Roles and Responsibilities:

• Open and initiate the bridge to discuss the problem within 5 minutes and, within 15 minutes, publish the communication.
• Understand the problem from a business perspective and involve the necessary/relevant teams.
• Follow the MIM checklist and publish the communication with proper validation.
• Assess the situation and prioritize the problem based on business impact.
• Ensure all necessary information is updated in the ticketing tool and all supporting documents are in the MIM SharePoint.
• Communicate the status/situation update to stakeholders.
• Ensure SLAs are met by the resolution teams.
• Ensure changes are being verified during HIGH and MI incidents.
• Ensure RCA/Problem tickets are provided by the resolution team.
• Ensure there are no process failures using the MIM checklist.
• Capture observations during the P1 situation with appropriate timeline updates on the situation.
• Maintain that there is no escalation during the P1 problem.
• Ensure necessary participants are called and involved during Major and High Major situations.
• Ensure proper resolution is provided before closing the bridge call and maintain that correct information has been captured.
• Ensure the Dashboard is used during High Major and Major incidents.
• Maintain proper shift handover to another incident manager.
• Maintain end-to-end ownership of Major incidents.

Experience/Exposure:

• Problem-solving skills in a support environment, including a strong sense of commitment and determination to resolve incidents.
• Skills in identifying issues that cause incidents and prolong repair time, and addressing problems to eliminate the cause in our environment.
• Understanding of fundamental IT technical issues and relationships.
• Sensitivity and urgency when dealing with business line interruptions.
• Ability to influence and lead technical conversations with various infrastructure support groups.
• Excellent verbal and written communication skills, with the ability to interact and influence at all levels of the organization.
• Supervisory skills and the ability to leverage support from other parts of the organization.
• Experience in managing multiple stakeholders at all levels of the organization, especially at the senior management level.
• Understanding of ITSM Technologies and Tools.
• ITIL and SIAM certification (not mandatory), basic information about infrastructure, cloud services, and application services.
• Advanced English.

Education/certification

• ITIL and SIAM certification (not required)

Key Skills Required:

• ITIL, SIAM, Tecnologias e Ferramentas ITSM, Inglês avançado