Track Manager (Support & Operations)
India
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Job Description
Track Manager (Support & Operations)
Nagpur, Maharashtra

Job Summary

Own and lead P1/P2 incidents end-to-end from detection to service restoration Drive war room / bridge calls and coordinate cross-functional teams (Infra, App, Security) Ensure strict SLA adherence (e.g., P1/P2 resolution timelines, periodic updates) Perform timely escalation based on impact and criticality [ Provide structured communication to stakeholders with clear impact, ETA, and updates Track and drive MTTR reduction and overall incident resolution efficiency Ensure RCA completion with permanent fixes to avoid repeat incidents Coordinate with SOC/TVM for security incidents and compliance reporting Maintain governance artifacts (incident reports, PIR, audit evidence, KPI tracking) Drive continuous improvement via automation, proactive detection, and prevention strategies Very good communication skills

Key Responsibilities

Own and lead P1/P2 incidents end-to-end from detection to service restoration Drive war room / bridge calls and coordinate cross-functional teams (Infra, App, Security) Ensure strict SLA adherence (e.g., P1/P2 resolution timelines, periodic updates) Perform timely escalation based on impact and criticality [ Provide structured communication to stakeholders with clear impact, ETA, and updates Track and drive MTTR reduction and overall incident resolution efficiency Ensure RCA completion with permanent fixes to avoid repeat incidents Coordinate with SOC/TVM for security incidents and compliance reporting Maintain governance artifacts (incident reports, PIR, audit evidence, KPI tracking) Drive continuous improvement via automation, proactive detection, and prevention strategies Very good communication skills

Skill Requirements

Own and lead P1/P2 incidents end-to-end from detection to service restoration Drive war room / bridge calls and coordinate cross-functional teams (Infra, App, Security) Ensure strict SLA adherence (e.g., P1/P2 resolution timelines, periodic updates) Perform timely escalation based on impact and criticality [ Provide structured communication to stakeholders with clear impact, ETA, and updates Track and drive MTTR reduction and overall incident resolution efficiency Ensure RCA completion with permanent fixes to avoid repeat incidents Coordinate with SOC/TVM for security incidents and compliance reporting Maintain governance artifacts (incident reports, PIR, audit evidence, KPI tracking) Drive continuous improvement via automation, proactive detection, and prevention strategies Very good communication skills

Other Requirements

Own and lead P1/P2 incidents end-to-end from detection to service restoration Drive war room / bridge calls and coordinate cross-functional teams (Infra, App, Security) Ensure strict SLA adherence (e.g., P1/P2 resolution timelines, periodic updates) Perform timely escalation based on impact and criticality [ Provide structured communication to stakeholders with clear impact, ETA, and updates Track and drive MTTR reduction and overall incident resolution efficiency Ensure RCA completion with permanent fixes to avoid repeat incidents Coordinate with SOC/TVM for security incidents and compliance reporting Maintain governance artifacts (incident reports, PIR, audit evidence, KPI tracking) Drive continuous improvement via automation, proactive detection, and prevention strategies Very good communication skills
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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 227,000 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 March 2026 totaled $14.7 billion.