Track Lead - Critical Incident Management
India
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Job Description
Track Lead - Critical Incident Management
Hyderabad, Telangana

Job Summary

Major Incident Manager (L3) Common Services – Major Incident Management Location: Hyderabad / Bangalore Experience: 10–12 Years Role Summary The Major Incident Manager will be responsible for leading the Major Incident Management function, ensuring rapid restoration of critical business services during high-priority incidents. The role requires strong coordination, stakeholder communication, governance, and decision-making capabilities to minimize business impact and improve service resilience.

Key Responsibilities

Roles and Responsibilities • Lead and manage Major Incidents (P1/P2) from identification through service restoration and closure. • Drive incident bridge calls, coordinate technical resolver teams, and ensure timely progress towards resolution. • Act as a central point of communication between technical teams, business stakeholders, service managers, and leadership. • Ensure appropriate escalation of incidents based on severity, business impact, and service criticality. • Facilitate effective collaboration across infrastructure, cloud, network, security, workplace, and application support teams. • Monitor incident progress against SLAs and drive teams to meet recovery objectives. • Prepare and deliver timely incident communications, status updates, and executive reports. • Lead post-incident reviews and ensure Root Cause Analysis (RCA) activities are completed and tracked. • Identify recurring trends, service risks, and improvement opportunities to reduce future incidents. • Collaborate with Problem, Change, Service Delivery, and Operations teams to drive service improvement initiatives. • Maintain Major Incident documentation, governance reports, and operational metrics. • Support audit, compliance, and customer governance requirements related to Incident Management.

Skill Requirements

Major Incident Manager (L3)\\\\r\\\\nCommon Services – Major Incident Management\\\\r\\\\nLocation: Hyderabad / Bangalore\\\\r\\\\nExperience: 10–12 Years\\\\r\\\\nRole Summary\\\\r\\\\nThe Major Incident Manager will be responsible for leading the Major Incident Management function, ensuring rapid restoration of critical business services during high-priority incidents. The role requires strong coordination, stakeholder communication, governance, and decision-making capabilities to minimize business impact and improve service resilience.\\\\r\\\\nRoles and Responsibilities\\\\r\\\\n• Lead and manage Major Incidents (P1/P2) from identification through service restoration and closure.\\\\r\\\\n• Drive incident bridge calls, coordinate technical resolver teams, and ensure timely progress towards resolution.\\\\r\\\\n• Act as a central point of communication between technical teams, business stakeholders, service managers, and leadership.\\\\r\\\\n• Ensure appropriate escalation of incidents based on severity, business impact, and service criticality.\\\\r\\\\n• Facilitate effective collaboration across infrastructure, cloud, network, security, workplace, and application support teams.\\\\r\\\\n• Monitor incident progress against SLAs and drive teams to meet recovery objectives.\\\\r\\\\n• Prepare and deliver timely incident communications, status updates, and executive reports.\\\\r\\\\n• Lead post-incident reviews and ensure Root Cause Analysis (RCA) activities are completed and tracked.\\\\r\\\\n• Identify recurring trends, service risks, and improvement opportunities to reduce future incidents.\\\\r\\\\n• Collaborate with Problem, Change, Service Delivery, and Operations teams to drive service improvement initiatives.\\\\r\\\\n• Maintain Major Incident documentation, governance reports, and operational metrics.\\\\r\\\\n• Support audit, compliance, and customer governance requirements related to Incident Management.\\\\r\\\\nMandatory Skills\\\\r\\\\n• Major Incident Management\\\\r\\\\n• ITIL Incident Management\\\\r\\\\n• ServiceNow\\\\r\\\\n• Incident Bridge Management\\\\r\\\\n• Escalation Management\\\\r\\\\n• Stakeholder & Executive Communication\\\\r\\\\n• Root Cause Analysis (RCA)\\\\r\\\\n• Service Restoration Management\\\\r\\\\n• ITSM Reporting & Governance\\\\r\\\\n• Cross-Functional Team Coordination\\\\r\\\\nPreferred Skills\\\\r\\\\n• Problem Management\\\\r\\\\n• Change Management\\\\r\\\\n• Service Delivery Management\\\\r\\\\n• Power BI / Dashboard Reporting\\\\r\\\\n• Infrastructure Operations Knowledge\\\\r\\\\nCertifications\\\\r\\\\nMandatory\\\\r\\\\n• ITIL v4 Foundation\\\\r\\\\nPreferred\\\\r\\\\n• ITIL Specialist: Create, Deliver & Support (CDS)\\\\r\\\\n• PMP\\\\r\\\\n• PRINCE2 Foundation\\\\r\\\\nSoft Skills\\\\r\\\\n• Strong leadership and decision-making skills\\\\r\\\\n• Excellent communication and stakeholder management\\\\r\\\\n• Ability to perform under pressure during critical situations\\\\r\\\\n• Strong analytical and problem-solving capabilities\\\\r\\\\n• Conflict resolution and negotiation skills\\\\r\\\\n\\\\r\\\\n

Other Requirements

Major Incident Manager (L3)\\\\r\\\\nCommon Services – Major Incident Management\\\\r\\\\nLocation: Hyderabad / Bangalore\\\\r\\\\nExperience: 10–12 Years\\\\r\\\\nRole Summary\\\\r\\\\nThe Major Incident Manager will be responsible for leading the Major Incident Management function, ensuring rapid restoration of critical business services during high-priority incidents. The role requires strong coordination, stakeholder communication, governance, and decision-making capabilities to minimize business impact and improve service resilience.\\\\r\\\\nRoles and Responsibilities\\\\r\\\\n• Lead and manage Major Incidents (P1/P2) from identification through service restoration and closure.\\\\r\\\\n• Drive incident bridge calls, coordinate technical resolver teams, and ensure timely progress towards resolution.\\\\r\\\\n• Act as a central point of communication between technical teams, business stakeholders, service managers, and leadership.\\\\r\\\\n• Ensure appropriate escalation of incidents based on severity, business impact, and service criticality.\\\\r\\\\n• Facilitate effective collaboration across infrastructure, cloud, network, security, workplace, and application support teams.\\\\r\\\\n• Monitor incident progress against SLAs and drive teams to meet recovery objectives.\\\\r\\\\n• Prepare and deliver timely incident communications, status updates, and executive reports.\\\\r\\\\n• Lead post-incident reviews and ensure Root Cause Analysis (RCA) activities are completed and tracked.\\\\r\\\\n• Identify recurring trends, service risks, and improvement opportunities to reduce future incidents.\\\\r\\\\n• Collaborate with Problem, Change, Service Delivery, and Operations teams to drive service improvement initiatives.\\\\r\\\\n• Maintain Major Incident documentation, governance reports, and operational metrics.\\\\r\\\\n• Support audit, compliance, and customer governance requirements related to Incident Management.\\\\r\\\\nMandatory Skills\\\\r\\\\n• Major Incident Management\\\\r\\\\n• ITIL Incident Management\\\\r\\\\n• ServiceNow\\\\r\\\\n• Incident Bridge Management\\\\r\\\\n• Escalation Management\\\\r\\\\n• Stakeholder & Executive Communication\\\\r\\\\n• Root Cause Analysis (RCA)\\\\r\\\\n• Service Restoration Management\\\\r\\\\n• ITSM Reporting & Governance\\\\r\\\\n• Cross-Functional Team Coordination\\\\r\\\\nPreferred Skills\\\\r\\\\n• Problem Management\\\\r\\\\n• Change Management\\\\r\\\\n• Service Delivery Management\\\\r\\\\n• Power BI / Dashboard Reporting\\\\r\\\\n• Infrastructure Operations Knowledge\\\\r\\\\nCertifications\\\\r\\\\nMandatory\\\\r\\\\n• ITIL v4 Foundation\\\\r\\\\nPreferred\\\\r\\\\n• ITIL Specialist: Create, Deliver & Support (CDS)\\\\r\\\\n• PMP\\\\r\\\\n• PRINCE2 Foundation\\\\r\\\\nSoft Skills\\\\r\\\\n• Strong leadership and decision-making skills\\\\r\\\\n• Excellent communication and stakeholder management\\\\r\\\\n• Ability to perform under pressure during critical situations\\\\r\\\\n• Strong analytical and problem-solving capabilities\\\\r\\\\n• Conflict resolution and negotiation skills\\\\r\\\\n\\\\r\\\\n
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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 223,000 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 June 2026 totaled $14.8 billion.