Track Lead - Critical Incident Management

Job Summary

SIAM Major Incident Management Governance Lead Role code: SIAM_MIM_L3 | Level 3 | Service Integration and Management (SIAM Lite) Reports to Service window Interfaces Service Delivery Manager (SDM) 8x5 with escalation availability for Major Incidents Location Scope boundary HCLTech India Major Incident Management (P1 and P2) process ownership Client retained SIAM · SIAM Suppliers · Change function ROLE PURPOSE Scope ref. Annex 2 §5.2.2, §5.2.3, §5.3 Owns the overall management of the Major Incident Management process within the SIAM Lite scope. Provides the single central point of contact for the process, governs its quality and reporting, and drives the structural improvements that reduce major incident recurrence and impact

Key Responsibilities

KEY RESPONSIBILITIES – CONTRACTUAL SCOPE • Own the overall management of the Major Incident Management process under SIAM Services and act as the single central point of contact for that process (§5.3). • Conduct periodic reviews and audits of Major Incident (P1/P2) records to ensure appropriate Incident logging quality standards are met. • Report and escalate Service Level breaches or potential breaches related to Major Incidents to the relevant Client and SIAM Supplier management. • Periodically review all P1 and P2 queues for open Incidents and apply the backlog management process. • Facilitate post-incident reviews and produce the Major Incident report with contribution from relevant stakeholders. • Produce the monthly Major Incident report in the agreed format, covering key issues, volumes by Priority, Service, region and classification, detailed timelines, links to Problem and Known Error records, and trend analysis over the thirteen most recent months. • Recommend initiation of the Problem Management process to the Client retained SIAM team, and lead Emergency Change processes for incident resolution outside the Change team's business hours. • Ensure security guidelines are followed with respect to Major Incidents and Major Incident reporting, with overall accountability remaining with the Client; represent the process in governance committees. OBLIGATIONS AND SERVICE LEVELS UNDER THE ROLE REF INDICATOR REQUIREMENT REF INDICATOR CSL-1/2 P1 and P2 response time £ 30 min / £ 1 hour CSL-17 Publication of Crisis Communication £ 30 min / 100% CSL-5/6 P1 and P2 resolution time REQUIREMENT £ 2 hours / £ 4 hours CSL-19 Reporting – Service Levels PI Performance Indicator reporting Max 4 days after month end §5.2.2 MIM trend analysis horizon The Supplier's SIAM reporting responsibilities are limited to Major Incident Management (P1/P2) and Change Management

Skill Requirements

SKILLS & EXPERIENCE ESSENTIAL • 7+ years in major incident, problem or service management, including process ownership. DESIRABLE 48 business hours / > 90% 13 most recent months • ITIL 4 Managing Professional or Strategic Leader. • Experience governing incident quality through record audits and structured post-incident review. • Strong reporting and trend analysis capability at management and executive level. • Working knowledge of Change and Problem Management interfaces, including emergency change. • ITIL 4 certified; fluent professional English. ROLE NOTES • Prior role in a SIAM integrator or multi-supplier governance function. • Experience of service credit and breach management discussions. • Data analysis tooling for incident trend and pattern detection. Process ownership, strategy and overall accountability for the wider SIAM landscape remain with the Client. This role governs the Major Incident Management process within the delegated SIAM Lite scope

Other Requirements