Sr Administrator (Support & Operations)
India
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Job Description
Sr Administrator (Support & Operations)
Noida, Uttar Pradesh

Job Summary

DFS CU-Auto-USM-USM - Major incident Management

Key Responsibilities

The Major Incident Manager is responsible for managing critical (P1 / Major) incidents end-to-end, ensuring rapid service restoration, minimal business impact, and effective stakeholder communication. Major incidents are defined as events causing significant disruption to business operations or financial/brand impact, requiring accelerated coordination beyond standard incident processes.

Skill Requirements

1. Core Functional Skills (Must-have) 🔹 Major Incident Handling • Experience in handling P1/P2 (critical) incidents • Full ownership of incident lifecycle from detection to closure • Ability to drive quick service restoration 🔹 Bridge Call Management • Ability to initiate and lead bridge calls within SLA timelines • Drive discussions across multiple technical teams • Monitor progress and ensure action-driven calls 🔹 Stakeholder Communication • Strong ability to communicate with: o Technical teams o Business users o Client leadership (incl. CIO-level interactions) • Provide structured and timely updates 🔹 Incident Lifecycle Management • Knowledge of end-to-end: o Incident logging o Prioritization o Investigation o Resolution 2. Process & ITSM Skills 🔹 ITIL Process Knowledge • Incident Management • Problem Management • Change Management • Knowledge Management 🔹 SLA & KPI Management • Understanding of: o SLA targets (response, resolution) o KPI tracking (MTTR, backlog, escalations) • Ensuring compliance during incidents 🔹 Root Cause Analysis (RCA) • Ability to: o Conduct RCA sessions o Identify underlying issues o Track corrective actions 3. Coordination & Governance Skills 🔹 Cross-Team Coordination • Work with: o Infra, Apps, Network teams o Vendors / third parties • Align all teams toward common resolution goal 🔹 Escalation Management • Follow escalation matrix • Perform: o Hierarchical escalation o Functional escalation • Bring right SMEs quickly on call 🔹 Command Center / War Room Management • Ability to operate in high-pressure environments • Manage crisis / major outage situations • Ensure discipline during incident calls 4. Tool & Technical Skills 🔹 ITSM Tools • Experience with tools like: o ServiceNow / JIRA (incident tracking, workflows) 🔹 Monitoring & Reporting • Understanding of alerts, monitoring tools • Ability to interpret incident data and trends 🔹 Basic Infrastructure Knowledge • Good understanding of: o Servers, network, applications o Cloud basics (optional but preferred) 5. Soft Skills (Critical for Success) 🔹 Communication & Presentation • Clear, concise, executive-friendly communication • Ability to present updates in crisis 🔹 Leadership & Decision Making • Take decisions during high-pressure situations • Drive teams without direct authority 🔹 Problem-Solving & Analytical Thinking • Quickly analyze incidents • Identify impact and resolution path

Other Requirements

MIM R&R
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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.