Job Description (Posting).

We are a $13+ billion global technology company, home to more than 224,000 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.

HCLTech is a globally recognized leader in the Tech and IT industry, but we’ve never forgotten the startup mindset that got us here. We’ve always approached our work with an idea-first attitude because every one of our accomplishments —no matter how big or small —can be traced back to an idea’s single spark.

It’s that spark —that inner drive —that sets our people apart from our competitors. It enables us not just to pull off game-changing feat after game-changing feat but to better our world in the process. We want you to find your spark. Because that’s what drives you to be better, be more and ultimately, be more fulfilled.

Role definition

We are looking for an onsite Incident Management Specialist with experience in driving Critical incident calls; probing technical/non-technical updates from all the participants.

Expected qualification and critical experiences –

Strong analytical skills with the ability to conduct thorough incident investigations
5 years of Major Incident Management experience mandatory
Owning Incident Bridge and engaging technical and functional teams.
Excellent communication and interpersonal skills for effective collaboration with stakeholders.
Follow Laid down Escalation Matrix and communication plan.
Provide inputs in Service Improvement Plans
Active Participation in educating the support teams members on process dynamics by ensuring regular training sessions with appropriate intervals are in place to keep support teams updated on existing process/ or updated process, if any
Ensuring regular follow up on ageing incidents
Good in incident documentation
Pro-active follow up on all types of tickets
Catering to ad hoc activities assigned by manager/SDM
Conducting trainings on various improved/changed processes
Recommending various possible service improvements – in process /tools
Work closely with support teams, act as process owner to create the required awareness and educate/or help them understanding & adhering the process as designed
All actions for improvements should be acknowledged and communicated in timely manner with appropriate updates
Training & mentoring new team members
Cross training within the team members to ensure that there is sufficient skills available within the teams to manage the crisis situation
Team Escalation Management
Adherence to project compliance requirements
Ensure that Regular Operational Audits are performed to meet the compliance requirement; and identify the compliance breaches
Establish and maintain strong, productive, and collaborative relationships with the Service Providers
High level of customer focus and empathy.
Solid situational analysis and decision-making abilities.

Benefits

A supportive, diverse, and global team with a brilliant culture.
Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion – CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.