Job Summary

To be responsible for conceptualizing and delivering the solution/product to the market in collaboration with internal and external (client) teams with a view to generating solution revenue for HCL

• HCLTech will be responsible for incident management across all in-scope areas 
• Refer to the existing Known Error Database (“KeDB”) for any prior instance and 
probable solution or create new. 
• Provide work-around for quick business recovery 
• Coordinate and share periodic updates to business on the ETA and progress on the 
incident 
• Escalate to the next level for faster resolution 
• Work with relevant Benchmark teams and in-scope 3rd party vendors to provide faster 
resolution 
• Record work-around in the KeDB 
• Report root cause analysis and preventative action recommendation to Benchmark 
application owner(s) and record in KeDB 
• Incident analysis and trend analysis 
KIF No: 557752
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CONFIDENTIAL property of Benchmark Electronics, Inc. 3
Scope / Service Activities 
• Raise problem tickets for the repeat incidents, outages, critical incidents
• Continuous improvement 
• Communication to stakeholders as per Benchmark process on service interruptions, 
critical and high incidents for Applications in scope 
Service request 
management
• Collect user-specific requirements, set expectations 
• Record, track, and process service requests 
• Explore service fulfilment workflow automation and standardize processes wherever 
possible 
• Identify what information should be available in the self-help documents/process 
when a request offering is released to minimize requests where possible 
• Track performance and continuously improve fulfilment of requests 
• Identify, monitor, and report metrics to properly manage the lifecycle of a service 
request (e.g., CSAT, time to response, time to resolution, and time to close)
Problem management
• Root Cause Analysis (“RCA”) of the problem tickets 
• Perform bug fixes, automation, proactive checks as permanent resolution 
• Suggest next level teams for permanent fixes 
• Update KeDB on permanent solution being released for any known error 
• Work with different teams (e.g., Infrastructure team, DBA team) to provide end to end 
problem management solution 
Knowledge 
management
• Document data store 
• Knowledge academy creation and update
Change Management 
• Review and approve planned system/environment changes according to the Change 
 Management process. 
• Emergency change management for systems/environments. 
• Fast track change request – pre-approved by the business and IT owners. These are 
 repetitive in nature and implemented frequently following an established path. 
 Participate in the weekly CAB meetings 
Level 1.5 Support 
(Integrated Command 
Center) 
• Perform first level diagnosis and resolution. 
• Incident and service request categorization. 
• Centralized monitoring and control. 

Key Responsibilities

Skill Requirements

Other Requirements