SeniorAdministrator - Critical Incident Management

Job Summary

SIAM Major Incident Management Execution Coordinator Role code: SIAM_MIM_L2 | Level 2 | Service Integration and Management (SIAM Lite) Reports to Service window Interfaces SIAM MIM Governance Lead (SIAM_MIM_L3) 24x7 for Major Incident communication and coordination Location Scope boundary HCLTech India Major Incident Management (P1 and P2) only Client SIAM function · SIAM Suppliers · internal & external stakeholders ROLE PURPOSE Scope ref. Annex 2 §5.2.2 Runs the live execution of Major Incident Management for Priority 1 and Priority 2 Incidents. Drives the bridge, keeps every stakeholder informed on the agreed cadence, and holds the SIAM Suppliers to progress until service is restored

Key Responsibilities

KEY RESPONSIBILITIES – CONTRACTUAL SCOPE • Monitor Incident queues to ensure P1 and P2 Incidents are assigned, coordinated, progressed and resolved in alignment with the defined Major Incident Management process (§5.2.2). • Activate Major Incident communication and coordination processes involving all SIAM stakeholders, Client internal and external, on a 24x7 basis. • Convene and chair Major Incident bridges; recommend release of participating suppliers from the bridge subject to agreed process governance. • Support resolution of Priority disputes for P1 and P2 by agreement of the Parties, applying the most severe requested Priority where agreement cannot be reached. • Provide periodic status communications per the Major Incident process, with frequency determined by the Priority of the Incident, and communicate resolution and closure to relevant stakeholders. • Apply the agreed escalation procedures — Priority level, location and affected User count, elapsed time before Priority escalation, and levels of supplier and Client management involvement. • Coordinate with the relevant SIAM Supplier to ensure adequate progress on the queues; escalate outstanding Major Incidents to supplier management as necessary. • Generate Requests for Change where needed to implement workarounds, raise Problem records from Incidents, and capture the full activity timeline for post-incident analysis. SERVICE LEVELS DRIVEN BY THE ROLE REF INDICATOR REQUIREMEN

Skill Requirements

SKILLS & EXPERIENCE ESSENTIAL • 4+ years as major incident manager, bridge coordinator or critical incident lead in a 24x7 environment. • Ability to control a multi-supplier bridge under pressure and hold suppliers to committed actions. • Command of Incident prioritisation matrices, escalation matrices and Known Error / workaround practice. • BMC Helix ITSM; clear, concise executive-level written communication. • Fluent professional English; available for on-call rotation. ROLE NOTES DESIRABLE • ITIL 4 Foundation or Managing Professional. • Experience in a SIAM or multi-supplier integration tower. • Problem Management and post-incident review facilitation experience. • Familiarity with emergency change processes. SIAM scope under this Agreement is deliberately limited to Major Incident Management (P1/P2) and Change Management. Reporting across other SIAM processes and overall Service Level Management remains with the Client SIAM function. Aligned to: Solvay ONEDESK - EUS Service Tower 2.0 | Annex 2 Services | Attachment 2-A Scope | Attachment 2-D Delivery Model | Attachment 3-B Service Level Matri

Other Requirements