SME - Critical Incident Management
India
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Job Description
SME - Critical Incident Management
Chennai, Tamil Nadu

Job Summary

Supporting enterprise‑scale, line‑of‑business applications Operating within financial services, investment operations, or advisory environments Managing incidents and requests across integrated and interdependent systems Understanding business processes in addition to technical functionality Communicating effectively with business users, technical teams, and system owners Adhering to structured IT service management (ITSM) practices, including incident, request, and escalation management Operational Data Store (ODS) – A centralized data repository that consolidates operational data from multiple source systems to support reporting and analytics. ACBS – A core banking and loan accounting system supporting loan servicing, financial transactions, and portfolio management. Investran – An investment and fund accounting platform supporting private equity and fund‑related operations, including capital calls, distributions, and investor reporting. Enterprise Reporting Platforms– Used to deliver standard and ad‑hoc operational and management reports to internal and external stakeholders.

Key Responsibilities

Performs mock calls with new hires post-training to determine readiness for moving into support. • Develops and conducts targeted group coaching sessions for analysts that address Service Quality deficiencies and/or improvement opportunities.

Skill Requirements

Uses customer service expertise to assess existing practices and procedures for process improvement opportunities with all Service Desk teams and sites. • Uses Service Desk tools to gather data and analyze trends or patterns affecting quality.

Other Requirements

Collaborates with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
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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 226,300 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 December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.