Administrator - Critical Incident Management
India
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Job Description
Administrator - Critical Incident Management
Lucknow, Uttar Pradesh

Job Summary

: N+1 PRF\\r\\nJob description:\\r\\nPosition /Skills: Critical Incident Management\\r\\nExperience Level: 3 to 5 Yrs.\\r\\nJob Location: Noida / Lucknow\\r\\nRole responsibilities\\r\\nServing as the primary point of contact throughout the lifecycle of Critical Incidents and Problems\\r\\nBe part of a 24*7 rota to manage P1s/P2s and P3 Escalation bridges\\r\\nLeading and coordinating conference bridges or war rooms as required Coordinating resources needed to troubleshoot, communicate, and/or make decisions to resolve a Critical Incident or Problem Overseeing end-to-end Critical Incident and Problem investigation\\r\\nAuthoring and managing known-error database records\\r\\nMaintaining communication with resolver groups for status updates and additional information\\r\\nEnsuring that internal and external communications about a Major Incident and Problem are completed in a timely manner\\r\\nUpdating agreed channels and email distribution lists with notifications of updates and resolution\\r\\nCreation of Major Incident and root cause analysis reporting\\r\\nEducating IT staff on the major incident and problem management processes\\r\\nAttending CAB meetings\\r\\n\\r\\nInvolvements\\r\\nClient Facing\\r\\nCommunication Reporting and Governance Third-party Liaison\\r\\nIncident Management\\r\\nProblem Management\\r\\nChange Management\\r\\nRelease & Environment Management\\r\\nConfiguration Management\\r\\nKnowledge Management\\r\\nITIL4 qualified\\r\\nWorking understanding of ITIL principles and concepts\\r\\nWorking in a similar role for a managed service provider\\r\\nExemplary written English and time-keeping skills\\r\\nIT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and concepts\\r\\nStrong senior stakeholder management skills, capable of asking the \\\'right\\\' questions\\r\\nPrevious experience in implementing major incident and problem management processes and obtaining cultural buy-in\\r\\n\\r\\n

Key Responsibilities

: N+1 PRF\\r\\nJob description:\\r\\nPosition /Skills: Critical Incident Management\\r\\nExperience Level: 3 to 5 Yrs.\\r\\nJob Location: Noida / Lucknow\\r\\nRole responsibilities\\r\\nServing as the primary point of contact throughout the lifecycle of Critical Incidents and Problems\\r\\nBe part of a 24*7 rota to manage P1s/P2s and P3 Escalation bridges\\r\\nLeading and coordinating conference bridges or war rooms as required Coordinating resources needed to troubleshoot, communicate, and/or make decisions to resolve a Critical Incident or Problem Overseeing end-to-end Critical Incident and Problem investigation\\r\\nAuthoring and managing known-error database records\\r\\nMaintaining communication with resolver groups for status updates and additional information\\r\\nEnsuring that internal and external communications about a Major Incident and Problem are completed in a timely manner\\r\\nUpdating agreed channels and email distribution lists with notifications of updates and resolution\\r\\nCreation of Major Incident and root cause analysis reporting\\r\\nEducating IT staff on the major incident and problem management processes\\r\\nAttending CAB meetings\\r\\n\\r\\nInvolvements\\r\\nClient Facing\\r\\nCommunication Reporting and Governance Third-party Liaison\\r\\nIncident Management\\r\\nProblem Management\\r\\nChange Management\\r\\nRelease & Environment Management\\r\\nConfiguration Management\\r\\nKnowledge Management\\r\\nITIL4 qualified\\r\\nWorking understanding of ITIL principles and concepts\\r\\nWorking in a similar role for a managed service provider\\r\\nExemplary written English and time-keeping skills\\r\\nIT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and concepts\\r\\nStrong senior stakeholder management skills, capable of asking the \\\'right\\\' questions\\r\\nPrevious experience in implementing major incident and problem management processes and obtaining cultural buy-in\\r\\n\\r\\n

Skill Requirements

: N+1 PRF\\r\\nJob description:\\r\\nPosition /Skills: Critical Incident Management\\r\\nExperience Level: 3 to 5 Yrs.\\r\\nJob Location: Noida / Lucknow\\r\\nRole responsibilities\\r\\nServing as the primary point of contact throughout the lifecycle of Critical Incidents and Problems\\r\\nBe part of a 24*7 rota to manage P1s/P2s and P3 Escalation bridges\\r\\nLeading and coordinating conference bridges or war rooms as required Coordinating resources needed to troubleshoot, communicate, and/or make decisions to resolve a Critical Incident or Problem Overseeing end-to-end Critical Incident and Problem investigation\\r\\nAuthoring and managing known-error database records\\r\\nMaintaining communication with resolver groups for status updates and additional information\\r\\nEnsuring that internal and external communications about a Major Incident and Problem are completed in a timely manner\\r\\nUpdating agreed channels and email distribution lists with notifications of updates and resolution\\r\\nCreation of Major Incident and root cause analysis reporting\\r\\nEducating IT staff on the major incident and problem management processes\\r\\nAttending CAB meetings\\r\\n\\r\\nInvolvements\\r\\nClient Facing\\r\\nCommunication Reporting and Governance Third-party Liaison\\r\\nIncident Management\\r\\nProblem Management\\r\\nChange Management\\r\\nRelease & Environment Management\\r\\nConfiguration Management\\r\\nKnowledge Management\\r\\nITIL4 qualified\\r\\nWorking understanding of ITIL principles and concepts\\r\\nWorking in a similar role for a managed service provider\\r\\nExemplary written English and time-keeping skills\\r\\nIT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and concepts\\r\\nStrong senior stakeholder management skills, capable of asking the \\\'right\\\' questions\\r\\nPrevious experience in implementing major incident and problem management processes and obtaining cultural buy-in\\r\\n\\r\\n

Other Requirements

: N+1 PRF\\r\\nJob description:\\r\\nPosition /Skills: Critical Incident Management\\r\\nExperience Level: 3 to 5 Yrs.\\r\\nJob Location: Noida / Lucknow\\r\\nRole responsibilities\\r\\nServing as the primary point of contact throughout the lifecycle of Critical Incidents and Problems\\r\\nBe part of a 24*7 rota to manage P1s/P2s and P3 Escalation bridges\\r\\nLeading and coordinating conference bridges or war rooms as required Coordinating resources needed to troubleshoot, communicate, and/or make decisions to resolve a Critical Incident or Problem Overseeing end-to-end Critical Incident and Problem investigation\\r\\nAuthoring and managing known-error database records\\r\\nMaintaining communication with resolver groups for status updates and additional information\\r\\nEnsuring that internal and external communications about a Major Incident and Problem are completed in a timely manner\\r\\nUpdating agreed channels and email distribution lists with notifications of updates and resolution\\r\\nCreation of Major Incident and root cause analysis reporting\\r\\nEducating IT staff on the major incident and problem management processes\\r\\nAttending CAB meetings\\r\\n\\r\\nInvolvements\\r\\nClient Facing\\r\\nCommunication Reporting and Governance Third-party Liaison\\r\\nIncident Management\\r\\nProblem Management\\r\\nChange Management\\r\\nRelease & Environment Management\\r\\nConfiguration Management\\r\\nKnowledge Management\\r\\nITIL4 qualified\\r\\nWorking understanding of ITIL principles and concepts\\r\\nWorking in a similar role for a managed service provider\\r\\nExemplary written English and time-keeping skills\\r\\nIT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and concepts\\r\\nStrong senior stakeholder management skills, capable of asking the \\\'right\\\' questions\\r\\nPrevious experience in implementing major incident and problem management processes and obtaining cultural buy-in\\r\\n\\r\\n
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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.