Engineer (Support & Operations)
India
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Job Description
Engineer (Support & Operations)
Noida, Uttar Pradesh

Job Summary

Critical Incident Manager is responsible for leading and coordinating the resolution of high-priority (P1/P2) incidents that impact business services. The role ensures rapid restoration of services, effective stakeholder communication, and adherence to SLA/KPI commitments, while driving continuous improvement in incident management processes.

Key Responsibilities

1. Incident Ownership & Resolution, 2. Command Center / War Room Leadership, 3. Stakeholder Communication, 4. Monitoring & Incident Detection

Skill Requirements

 Core Technical / Functional Skills Strong Critical Incident / Major Incident Management experience ITIL process knowledge (Incident, Problem, Change) Experience with tools like: ServiceNow / ServiceHub Monitoring tools (SolarWinds, MoogSoft, etc.) Understanding of infrastructure (network, servers, applications), 🔹 Operational Skills SLA/KPI management and reporting Incident prioritization & escalation handling Command center / global operations experience Vendor and cross-team coordination, Additional (Good to Have) Experience in 24x7 support environments Knowledge of automation / AIOps tools Continuous improvement and process optimization mindset

Other Requirements

NA
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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.