Job Summary
The MIM L2 resource supports Major Incident coordination, escalation handling, communication, and service restoration activities for high-priority incidents (P1/P2). This role acts as a bridge between technical teams, service desk, and stakeholders, ensuring timely resolution and effective communication during major incidents.
Key Responsibilities
Major Incident Handling & Coordination Support identification and handling of P1/P2 major incidents Participate in Major Incident bridge calls (conference calls & Teams chats) [CMN_HCLTec...0 14052025 | Word] Coordinate with: L3 technical teams SMEs Vendors Ensure all required teams are engaged for investigation and resolution [CMN_HCLTec...0 14052025 | Word] 2. Incident Escalation & L2 Support Handle escalated incidents from L1 teams Perform initial analysis and assist in: Diagnosis Workaround identification Escalate to L3 or vendors when required Drive resolution by tracking progress and follow-ups 3. Communication & Stakeholder Management Send: Initial notifications (within defined timelines) Periodic incident updates (P1: 30 min / P2: 60 min) [Major Inci...PT Updated | PowerPoint] Ensure all updates include: Incident summary Business impact Current status and ETA Coordinate communication across: IT teams Business stakeholders 4. Bridge Call Management Support Assist in organizing and managing: Major Incident bridge calls Group chat channels for real-time coordination [CMN_HCLTec...0 14052025 | Word] Track action items during bridge calls Ensure all stakeholders are aligned during resolution 5. Tracking, Documentation & ITSM Updates Update ticket details in ITSM tools (e.g., ServiceNow): Status updates Resolution notes Maintain: Incident timelines Actions taken Ensure compliance with incident management processes [Exhibit 2....e Services | Word] 6. Monitoring & SLA Management Monitor: Incident lifecycle SLA adherence Ensure no SLA breach for P1/P2 incidents Support continuous tracking until incident closure 7. Problem Management & RCA Support Collaborate with problem management teams for: Root Cause Analysis (RCA) Permanent fix tracking Assist in post-incident reviews and documentation 8. Shift Handover & Global Coordination Ensure smooth handover across: Regions (APAC / EMEA / US) Shift transitions Maintain continuity of major incident tracking and updates Support 24x7 operations environment [Internal O...or inciden | Viva Engage]
Skill Requirements
Core ITSM Skills ITIL knowledge (Incident, Problem, Change, MIM) Incident lifecycle management SLA/KPI tracking
Other Requirements
Tools ServiceNow (or equivalent ITSM tools) Collaboration tools (Teams, bridge calls) Monitoring dashboards