SeniorAdministrator - Critical Incident Management

HCLTech
Apply Now ↗
📍 Noida, India

About this role

Job Summary

Role Summary The Major Incident Manager is responsible for leading the end-to-end resolution of critical (P1/P2) incidents that impact business services. This role drives rapid service restoration by coordinating technical teams, vendors, service owners, and business stakeholders while ensuring timely communication, governance, and post-incident review activities. Responsibilities include incident coordination, escalation management, root cause analysis, continuous service improvement, and operational reporting.

Key Responsibilities

Key Responsibilities Incident Management Own and drive the lifecycle of Priority 1 and Priority 2 incidents. Lead war-room/bridge calls during critical service outages. Coordinate resolver groups, vendors, and support teams to expedite recovery. Ensure adherence to Incident Management processes and SLAs. Monitor incident progress and remove roadblocks to resolution. Escalate incidents to senior management when required. Communication & Stakeholder Management Provide timely updates to customers, business stakeholders, and leadership. Manage executive-level communications during major outages. Publish incident notifications, service restoration updates, and closures. Act as the central communication point during critical incidents. Governance & Service Improvement Facilitate post-incident reviews and RCA sessions. Track corrective and preventive actions (CAPA). Identify recurring incidents and initiate Problem Management activities. Analyze incident trends and recommend service improvements. Ensure compliance with ITIL processes and governance standards. Reporting & Metrics Track and report: MTTR (Mean Time to Restore Service) Incident volumes SLA achievement Escalation metrics Problem recurrence trends Prepare weekly/monthly operational reports and executive dashboards.

Skill Requirements

Required Skills Major Incident Management ITIL Foundation / ITIL 4 Certification Incident, Problem, and Change Management Escalation Management ServiceNow or equivalent ITSM tool Root Cause Analysis (RCA) Stakeholder & Executive Communication Vendor Management SLA/KPI Management Leadership under pressure Risk Assessment and Decision Making

Other Requirements

Frequently Asked Questions

Is the salary disclosed for the SeniorAdministrator - Critical Incident Management position at HCLTech?
The salary for this SeniorAdministrator - Critical Incident Management role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the SeniorAdministrator - Critical Incident Management position at HCLTech located?
This SeniorAdministrator - Critical Incident Management role at HCLTech is based in Noida, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the SeniorAdministrator - Critical Incident Management position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the SeniorAdministrator - Critical Incident Management job at HCLTech posted?
This SeniorAdministrator - Critical Incident Management position at HCLTech was posted on Sep 7, 2026. Apply as soon as possible — early applications are often reviewed first.
SeniorAdministrator - Critical Incident Management
HCLTech
Apply for this role ↗

You'll be redirected to HCLTech's official application page on successfactors.