SeniorAdministrator - Critical Incident Management

HCLTech
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📍 Lucknow, India

About this role

Job Summary

Major Incident Manager with proven expertise in managing high‑priority incidents, coordinating technical teams, and ensuring timely communication to stakeholders while driving rapid service recovery .

Key Responsibilities

Ability to facilitate and manage Major Incident resolution. • Ability to coordinate and facilitate a Service Restoration Team (resolution resources). • Ability to engage any internal or external resources needed to troubleshoot, communicate and/or make decisions to quickly restore service and resolve a Major Incident. • Possess a true “Sense of Urgency” to facilitate prompt Incident resolution. • Possess strong customer focus and service orientation. • Possess effective communication skills to provide concise Incident impact summary and status information to line of business stakeholders, technical resources, others, and field any questions posed. • Provides internal and external communications at defined intervals, throughout the Major Incident lifecycle. • Maintains a record of events throughout the Major Incident. • Requests Service Desk Front End Message activation/de-activation, when required. • Approves Emergency Change Requests needed for Major Incident resolution. • Adheres to all process timelines. • Creates Problem record upon Major Incident resolution. • Creates and distributes Major Incident Summary reports to Management. • Addresses non-Major Incident escalations and ensures those Incidents are routed to the applicable resolution resource. • Attends all applicable daily/weekly review meetings. • Generates requested Incident reporting as needed. • Able to perform shift work and participate in on-call rotations. • Familiarity with ServiceNow or similar enterprise ITSM systems.

Skill Requirements

Incident Management & ITIL Knowledge Ability to lead during high‑pressure situations Communicate clearly with technical teams, management, and Director ServiceNow Ticket management knowledge Excellent verbal and written communication skills Ensuring the right teams are engaged at the right time

Other Requirements

ITIL Certified

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 Lucknow, 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 4, 2026. Apply as soon as possible — early applications are often reviewed first.
SeniorAdministrator - Critical Incident Management
HCLTech
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