SME - Critical Incident Management
India
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Job Description
SME - Critical Incident Management
Bengaluru, Karnataka

Job Summary

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical issues, respond to telephone calls, email and personal request for technical support. Documents, tracks, and monitors the issue to ensure timely resolution. Familiar with a variety of the field’s concepts, practices, and procedures. Relies on experience and judgment to plan and accomplish goals. Performs a variety of tasks and typically reports to a supervisor or manager. A wide degree of creativity and latitude is expected. Leads and directs the work of others.

Key Responsibilities

Serve as an escalation point to Service Desk analysts 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 Tier 1, Tier 2, Team Lead, Service Desk Mgr and potentially, Tier 3 representatives to resolve problems.

Skill Requirements

Provides task leadership to assigned staff and coordinate related queue management activities. Performs frequent ticket reviews and quality audits including live calls observations Verifies that TCO is being performed Makes recommendations for shift-left strategies Liaises with product teams and participates in relevant functional groups Acts as a knowledge coordinator in the KMP process for content and accuracy Keep the Service Desk analysts abreast of WBG’s technical standards. This requires developing and maintaining a rapport with Tier 2, Team Lead, Service Desk Mgr and potentially, WBG Tier 3 analysts whose areas impact service desk support. Uses available resources (people, processes, tools) to complete work efficiently Readily acts as point of escalation for analysts in stressful situations Takes and documents immediate action when confronted with a problem or when made aware of a situation regarding employee performance [ key element for ADK]

Other Requirements

Ensures that the individual and team services are performed in a timely, consistent, responsive manner; with the highest standards of professional and ethical competence and integrity as defined in the Standard Operating Procedures (SOP) Verifies the quality, accuracy and timeliness of responses and actions taken to ensure that team service delivery goals are met Monitors the accuracy of information collected by team members Ensures that cases are populated, categorized and catalogued accurately Monitors the status of open cases for team to assure that calls are resolved or referred in a timely manner to the client’s satisfaction Provides feedback to individuals on the error rate and client satisfaction Prioritizes workloads and balances conflicting demands
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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.