Track Lead - Critical Incident Management

HCLTech
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📍 Chennai, India

About this role

Job Summary

Job Summary : The Major Incident Manager is responsible for leading the end‑to‑end management of high‑priority (P1/P2) incidents to ensure rapid service restoration with minimal business impact. The role involves coordinating cross‑functional teams, managing stakeholder communication, driving root cause analysis, and ensuring continuous service improvement aligned to ITIL best practices.

Job Responsibilities : Own and manage major incidents from identification to closure ensuring timely restoration of services. Act as Incident Commander, leading bridge calls and coordinating resolution across infrastructure, application, and vendor teams. Drive incident triage, prioritization, escalation, and decision-making during critical outages. Stakeholder Communication Provide real-time, clear, and structured communication to business stakeholders, clients, and leadership during incidents. Deliver executive-level updates, dashboards, and status reports during and after incidents. Coordination & Escalation Management Coordinate across L1/L2/L3 teams, SMEs, vendors, and third parties for effective issue resolution. Manage escalations within internal and external support organizations. Root Cause Analysis & Problem Management Ensure Root Cause Analysis (RCA) is completed within defined SLAs and documented thoroughly. Lead Post Incident Reviews (PIR) and drive preventive/corrective action plans Collaborate with Problem Management to eliminate recurring incidents. SLA & Governance Ensure adherence to SLA/OLA commitments for incident response and resolution timelines. Track and report incident KPIs, MTTR, SLA compliance, and trends to leadership. Continuous Improvement Drive incident reduction initiatives and process improvements. Conduct blameless post-mortems and implement preventive measures. Work with monitoring and alerting teams to proactively prevent high-severity incidents

Job Description : SLA compliance for P1/P2 incidents\\\\r\\\\nMean Time to Resolution (MTTR)\\\\r\\\\nRCA completion within SLA\\\\r\\\\nReduction in repeat incidents\\\\r\\\\nCustomer satisfaction (CSAT)\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nWork Environment\\\\r\\\\n\\\\r\\\\n24x7 operational environment with on-call support for critical incidents\\\\r\\\\nRegular interaction with global clients, leadership teams, and vendors 

Key Responsibilities

NA

Skill Requirements

Strong experience in Major Incident Management / ITSM operations Deep understanding of ITIL (Incident, Problem, Change Management) Experience with ITSM tools (e.g., ServiceNow) Knowledge of SLA/KPI management, RCA, PIR frameworks

Other Requirements

Excellent communication and stakeholder management skills Strong decision-making under pressure Exceptional coordination and leadership abilities Analytical and problem-solving mindset

Frequently Asked Questions

Is the salary disclosed for the Track Lead - Critical Incident Management position at HCLTech?
The salary for this Track Lead - 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 Track Lead - Critical Incident Management position at HCLTech located?
This Track Lead - Critical Incident Management role at HCLTech is based in Chennai, 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 Track Lead - 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 Track Lead - Critical Incident Management job at HCLTech posted?
This Track Lead - Critical Incident Management position at HCLTech was posted on Sep 7, 2026. Apply as soon as possible — early applications are often reviewed first.
Track Lead - Critical Incident Management
HCLTech
Apply for this role ↗

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