HCLSoftware
Website:
hcl-software.com
Job details:
- Location:Bangalore
- Exp: 8+years
- Shit: Night Shift Only
- Send resumes to: mounika-d@hcl-software.com with below details:
- Name:
- Exp:
- Notice period:
- Current location:
JD:
The Critical Incident and Major Incident Management Lead will own the command, coordination, communication,
and governance of high-severity incidents across HCLSoftware products, platforms, and customer-facing services.
This role acts as the central incident leader during service disruptions, drives rapid restoration, manages stakeholder
and executive communications, and ensures strong post-incident discipline to reduce recurrence and improve
resilience.
Key Responsibilities
Lead end-to-end management of critical and major incidents from detection through recovery, formal closure, and
handover.
Initiate and lead incident bridges / war rooms, engage the right technical and business stakeholders, and maintain
strong command-and-control throughout the event.
Assess business impact, customer impact, severity, urgency, and service risk; ensure prioritization aligns with
agreed incident criteria and recovery objectives.
Drive structured stakeholder communication at defined intervals, including updates to leadership, customer-facing
teams, support functions, and other impacted groups.
Track action owners, recovery milestones, blockers, dependencies, and decision points to keep restoration activity
on pace against SLAs and internal response commitments.
Ensure incident records, timelines, communication logs, and technical updates are accurately maintained in ITSM /
ticketing systems and related repositories.
Lead seamless shift transition and incident handover with complete situational context, risk summary, next actions,
and pending escalations.
Own post-incident governance by driving high-quality problem records, root cause analysis, corrective and
preventive actions, and service improvement follow-through.
Partner with support, engineering, product management, SRE / cloud operations, change management, and
problem management teams to reduce repeat incidents.
Review incident trends, aging actions, recurrence patterns, MTTA / MTTR, communication compliance, and process
adherence; publish actionable dashboards and reports.
Coach junior incident managers or operations staff on incident discipline, crisis communication, escalation
management, and stakeholder handling.
Continuously improve major incident playbooks, escalation matrices, communications templates, runbooks, and
governance standards for global support operations.
Experience and Qualifications
8-12 years of overall experience in IT operations, production support, service management, enterprise application
support, or cloud / platform operations.
HCLSoftware | Job Description
Confidential - Internal Hiring Draft
Direct experience in critical incident management, major incident management, service
restoration leadership, or similar command-center roles.
Proven experience handling Sev1 / P1 and Sev2 / P2 incidents in a 24x7 global support environment with multiple
resolver groups and senior stakeholders.
Strong understanding of ITIL-based processes including Incident Management, Major Incident Management,
Problem Management, Change Management, and Service Level Management.
Hands-on exposure to ITSM tools such as ServiceNow, Remedy, Jira Service Management, or equivalent incident /
operations platforms.
Excellent written and verbal communication skills with the ability to create crisp updates, executive summaries, and
post-incident documentation under pressure.
Strong analytical thinking, decision-making, prioritization, facilitation, and conflict-resolution skills during high-
pressure service disruptions.
Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related discipline.
Preferred Skills
ITIL certification preferred; additional exposure to SIAM, SRE, cloud operations, or service governance frameworks
will be an advantage.
Working knowledge of SaaS / software product support, enterprise customer support models, infrastructure and
application monitoring, and observability tooling.
Experience collaborating with globally distributed support, engineering, and customer success teams during time-
critical outages.
Ability to mentor, influence, and guide teams without direct authority while maintaining pace, clarity, and
accountability.
Behavioral Competencies
Calm and composed under pressure
Strong ownership and accountability
Executive presence and stakeholder confidence
Customer-centric mindset with urgency
Structured problem solving and sound judgment
Collaboration, influence, and attention to detail
Success Measures
Reduced mean time to acknowledge (MTTA) and mean time to restore (MTTR)
Adherence to bridge activation and communication timelines
Quality and closure timeliness of RCA / PIR / problem actions
Reduction in repeat major incidents and aged corrective actions
Positive stakeholder feedback during live incident management
High process compliance and audit readiness
Work Conditions
Permanent role based in India.
Fixed India night shift: 9:30 PM to 7:00 AM IST.
Flexibility to extend during live critical incidents, service restoration activities, or structured shift handover as required by business need.
Click on Apply to know more.