Job Summary

As an Incident Manager / Process Lead at HCLTech, you will play a pivotal role in ensuring the stability, efficiency, and continuous improvement of critical IT services for high-profile clients. You will spearhead the incident management process, leading cross-functional teams during high-pressure situations to rapidly resolve service disruptions while maintaining transparent and effective communication with stakeholders. This role is integral to upholding HCLTech’s reputation for operational excellence and client satisfaction, directly contributing to the success of our technology management initiatives.

Key Responsibilities

Detailed Responsibilities

• Oversee and manage the end-to-end Incident Management process, ensuring swift resolution of IT incidents and minimizing business impact.
• Monitor compliance with internal and external frameworks through regular audits; analyze findings, prepare reports, and proactively address compliance issues with stakeholders.
• Lead and facilitate incident bridge calls, coordinating response teams and establishing clear priorities during major incidents.
• Serve as the initial point of escalation for complex incidents, making objective and decisive judgments under pressure.
• Prepare comprehensive business requirement documents for process automation and enhancements; drive pilot and testing phases for process rollouts.
• Manage ticket queues, ensure timely resolution, and generate accurate operational and performance reports.
• Support PMO and Service Delivery Management with data analysis, operational reporting, and ad hoc tasks.
• Collaborate with Problem, Change, and Continuity Management to enable holistic and permanent solutions.
• Regularly review incident data to identify patterns, drive improvements, and provide actionable insights for root cause analysis.
• Document, update, and improve incident management processes, roles, and interfaces to optimize operational effectiveness.
• Foster strong relationships with providers, customers, and internal teams to ensure seamless communication and service delivery.
• Chair meetings and reviews with senior management and client representatives, delivering clear feedback and strategic recommendations.
• Mentor and allocate team activities, supporting performance management and professional development within the incident management team.

Skill Requirements

Skill Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• German language professional proficiency
• Proven experience in Incident Management or Service Management roles within leading IT service providers.
• Strong understanding of ITIL frameworks and best practices; ITIL certification highly desirable.
• Demonstrated expertise in ticket queue management, compliance monitoring, and process improvement.
• Exceptional communication skills—both written and verbal—capable of engaging stakeholders at all organizational levels.
• Analytical and problem-solving acumen with the ability to interpret data and drive actionable insights.
• Calm, decisive, and rational approach under stress; strong conflict resolution and negotiation skills.
• High level of integrity, objectivity, and professional ethics.
• Experience leading teams and managing performance in dynamic, fast-paced environments.
• Willingness to work shifts and extended hours as required.

Other Requirements

• Familiarity with the banking or financial services domain is advantageous.
• Exposure to global, multicultural work environments.
• Openness to innovation, continuous learning, and adapting to new technologies.