Track Manager - Critical Incident Management
India
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Job Description
Track Manager - Critical Incident Management
Bengaluru, Karnataka

Job Summary

Major Incident Manager: Key Responsibilities Incident Command: Declare major incidents, establish communication bridges, and take charge of the entire resolution lifecycle. Coordination: Lead and facilitate technical teams (internal & third-party), resolve conflicts, and ensure collaborative action plans with owners and deadlines are met. Communication: Act as the single point of contact, providing timely and accurate status updates to stakeholders and management. Process Adherence: Ensure strict adherence to incident management protocols (e.g., ITIL), log all details, and initiate post-incident reviews (PIRs). Resolution & Prevention: Drive towards swift workarounds or permanent fixes and work with Problem Management to identify root causes and prevent future incidents. Reporting: Generate metrics and reports on major incidents, focusing on resolution times and trends. Essential Skills & Attributes Leadership: Ability to lead under pressure and manage matrixed teams. Communication: Excellent verbal and written skills to simplify complex technical issues for non-technical audiences. Problem-Solving: Strong analytical skills to quickly assess impact and guide technical teams. Technical Acumen: Broad understanding of IT infrastructure and applications. Composure: Ability to remain calm and decisive during high-stress events. Stakeholder Management: Ability to build and maintain relationships with various internal and external groups. Typical Tools & Processes ITSM Tools (e.g., ServiceNow, Jira Service Management) for logging and tracking. Communication platforms (e.g., Slack, Teams, dedicated conference bridges). ITIL Framework knowledge. Root Cause Analysis (RCA) techniques.

Key Responsibilities

Major Incident Manager: Key Responsibilities Incident Command: Declare major incidents, establish communication bridges, and take charge of the entire resolution lifecycle. Coordination: Lead and facilitate technical teams (internal & third-party), resolve conflicts, and ensure collaborative action plans with owners and deadlines are met. Communication: Act as the single point of contact, providing timely and accurate status updates to stakeholders and management. Process Adherence: Ensure strict adherence to incident management protocols (e.g., ITIL), log all details, and initiate post-incident reviews (PIRs). Resolution & Prevention: Drive towards swift workarounds or permanent fixes and work with Problem Management to identify root causes and prevent future incidents. Reporting: Generate metrics and reports on major incidents, focusing on resolution times and trends. Essential Skills & Attributes Leadership: Ability to lead under pressure and manage matrixed teams. Communication: Excellent verbal and written skills to simplify complex technical issues for non-technical audiences. Problem-Solving: Strong analytical skills to quickly assess impact and guide technical teams. Technical Acumen: Broad understanding of IT infrastructure and applications. Composure: Ability to remain calm and decisive during high-stress events. Stakeholder Management: Ability to build and maintain relationships with various internal and external groups. Typical Tools & Processes ITSM Tools (e.g., ServiceNow, Jira Service Management) for logging and tracking. Communication platforms (e.g., Slack, Teams, dedicated conference bridges). ITIL Framework knowledge. Root Cause Analysis (RCA) techniques.

Skill Requirements

Major Incident Manager: Key Responsibilities Incident Command: Declare major incidents, establish communication bridges, and take charge of the entire resolution lifecycle. Coordination: Lead and facilitate technical teams (internal & third-party), resolve conflicts, and ensure collaborative action plans with owners and deadlines are met. Communication: Act as the single point of contact, providing timely and accurate status updates to stakeholders and management. Process Adherence: Ensure strict adherence to incident management protocols (e.g., ITIL), log all details, and initiate post-incident reviews (PIRs). Resolution & Prevention: Drive towards swift workarounds or permanent fixes and work with Problem Management to identify root causes and prevent future incidents. Reporting: Generate metrics and reports on major incidents, focusing on resolution times and trends. Essential Skills & Attributes Leadership: Ability to lead under pressure and manage matrixed teams. Communication: Excellent verbal and written skills to simplify complex technical issues for non-technical audiences. Problem-Solving: Strong analytical skills to quickly assess impact and guide technical teams. Technical Acumen: Broad understanding of IT infrastructure and applications. Composure: Ability to remain calm and decisive during high-stress events. Stakeholder Management: Ability to build and maintain relationships with various internal and external groups. Typical Tools & Processes ITSM Tools (e.g., ServiceNow, Jira Service Management) for logging and tracking. Communication platforms (e.g., Slack, Teams, dedicated conference bridges). ITIL Framework knowledge. Root Cause Analysis (RCA) techniques.

Other Requirements

Major Incident Manager: Key Responsibilities Incident Command: Declare major incidents, establish communication bridges, and take charge of the entire resolution lifecycle. Coordination: Lead and facilitate technical teams (internal & third-party), resolve conflicts, and ensure collaborative action plans with owners and deadlines are met. Communication: Act as the single point of contact, providing timely and accurate status updates to stakeholders and management. Process Adherence: Ensure strict adherence to incident management protocols (e.g., ITIL), log all details, and initiate post-incident reviews (PIRs). Resolution & Prevention: Drive towards swift workarounds or permanent fixes and work with Problem Management to identify root causes and prevent future incidents. Reporting: Generate metrics and reports on major incidents, focusing on resolution times and trends. Essential Skills & Attributes Leadership: Ability to lead under pressure and manage matrixed teams. Communication: Excellent verbal and written skills to simplify complex technical issues for non-technical audiences. Problem-Solving: Strong analytical skills to quickly assess impact and guide technical teams. Technical Acumen: Broad understanding of IT infrastructure and applications. Composure: Ability to remain calm and decisive during high-stress events. Stakeholder Management: Ability to build and maintain relationships with various internal and external groups. Typical Tools & Processes ITSM Tools (e.g., ServiceNow, Jira Service Management) for logging and tracking. Communication platforms (e.g., Slack, Teams, dedicated conference bridges). ITIL Framework knowledge. Root Cause Analysis (RCA) techniques.
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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 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.