Track Lead - Critical Incident Management
India
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Job Description
Track Lead - Critical Incident Management
Chennai, Tamil Nadu

Job Summary

Job Summary : The Major Incident Manager is responsible for leading the end‑to‑end management of high‑priority (P1/P2) incidents to ensure rapid service restoration with minimal business impact. The role involves coordinating cross‑functional teams, managing stakeholder communication, driving root cause analysis, and ensuring continuous service improvement aligned to ITIL best practices.

Job Responsibilities : Own and manage major incidents from identification to closure ensuring timely restoration of services. Act as Incident Commander, leading bridge calls and coordinating resolution across infrastructure, application, and vendor teams. Drive incident triage, prioritization, escalation, and decision-making during critical outages. Stakeholder Communication Provide real-time, clear, and structured communication to business stakeholders, clients, and leadership during incidents. Deliver executive-level updates, dashboards, and status reports during and after incidents. Coordination & Escalation Management Coordinate across L1/L2/L3 teams, SMEs, vendors, and third parties for effective issue resolution. Manage escalations within internal and external support organizations. Root Cause Analysis & Problem Management Ensure Root Cause Analysis (RCA) is completed within defined SLAs and documented thoroughly. Lead Post Incident Reviews (PIR) and drive preventive/corrective action plans Collaborate with Problem Management to eliminate recurring incidents. SLA & Governance Ensure adherence to SLA/OLA commitments for incident response and resolution timelines. Track and report incident KPIs, MTTR, SLA compliance, and trends to leadership. Continuous Improvement Drive incident reduction initiatives and process improvements. Conduct blameless post-mortems and implement preventive measures. Work with monitoring and alerting teams to proactively prevent high-severity incidents

Job Description : SLA compliance for P1/P2 incidents\\\\r\\\\nMean Time to Resolution (MTTR)\\\\r\\\\nRCA completion within SLA\\\\r\\\\nReduction in repeat incidents\\\\r\\\\nCustomer satisfaction (CSAT)\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nWork Environment\\\\r\\\\n\\\\r\\\\n24x7 operational environment with on-call support for critical incidents\\\\r\\\\nRegular interaction with global clients, leadership teams, and vendors 

Key Responsibilities

NA

Skill Requirements

Strong experience in Major Incident Management / ITSM operations Deep understanding of ITIL (Incident, Problem, Change Management) Experience with ITSM tools (e.g., ServiceNow) Knowledge of SLA/KPI management, RCA, PIR frameworks

Other Requirements

Excellent communication and stakeholder management skills Strong decision-making under pressure Exceptional coordination and leadership abilities Analytical and problem-solving mindset
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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.