Track Lead - Critical Incident Management
India
Apply now
Job Description
Track Lead - Critical Incident Management
Bengaluru, Karnataka

Job Summary

Act as a point of escalation during prime and non-prime hours, for sensitive, high profile issues, keeping the Program Manager properly updated. Monitor the GSS queues to ensure a smooth transition of unresolved night shift problems. Provide adequate notification and follow-up to problem resolution within the problem priority and escalation guidelines. An above average performance record with regard to attendance, punctuality and working overtime. Flexibility regarding work hours. Provide efficient, courteous, and responsive 1st and 2nd Tier help desk support to all WBG staff and their representatives when required. This includes logging all incoming problems and requests.

Key Responsibilities

Monitor and maintain an effective change control process to ensure all content is relevant and compliant to procedures and standards. Reviews Reference Guides and process documents as new materials are developed. Understands and consistently performs review of tools, workflows, job aides to support new or existing practices and procedures to ensure consistency in appearance and content.

Skill Requirements

Identifies appropriate delivery methodologies based on audience learning styles, nature of content to be delivered within the context of business needs and constraints. Explores new methods for delivering content in relevant ways to include text, video, and other emerging options such as gamification Seeks feedback to ensure materials are developed as required and to identify improvement opportunities.

Other Requirements

Determines the quality and completeness of submitted knowledge Manages knowledge for a specific domain Structures knowledge for optimal use Identifies the best source for knowledge Obtains knowledge from optimal source Makes knowledge available
Apply now
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.