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

Job Summary

Serve as an escalation point to Service Desk analyst in the areas of Messaging and Cloud Services; Mobility and Remote Connectivity; Desktop Support and Network Connectivity; COTS and Productivity Applications support; and Telecom. Requires effectively acting as a technical liaison between the Tier1, Tie 2, Team Leads, Service Desk manger and potentially, Tier 3 Representatives to resolve problems. Provide administrative technical support for the few applications for which the Service Desk has administrative access and responsibilities. Responsible for maintaining an effective process for achieving a 65% first call resolution for new and employees. This includes reviewing reports and providing training to both new and existing help desk employees as well as providing feedback on employee evolutions.

Key Responsibilities

Performs frequent WBG ticket reviews for employees [as a joint effort with SDMgr until skill level and familiarity increases to optimal level]. Maintaining the Service Desk computer equipment. Ensuring all machines contain a current version of software and hardware. Provide documentation and training required. An above average performance record regarding attendance, punctuality and working overtime.

Skill Requirements

Readily acting as point of escalation for agents in stressful situations [as a natural point of escalation for now until full transition (allow and\\or encourage colleagues to seek your advice naturally ] Monitor calls statistics daily to gain insight or make suggestions for ensuring analyst work methods are in line with contract metrics, keeping the management Team up to date.

Other Requirements

 Act as a technical point of escalation during prime and non-prime hours, for sensitive, high profile issues, keeping the management Team properly updated. Provide efficient, courteous and responsive 1st Tier Service Desk support to all WBG staff and their representatives when required. This includes logging all incoming problems and requests.
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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.