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SeniorAdministrator - Critical Incident Management

India

Job Description

SeniorAdministrator - Critical Incident Management

Noida, Uttar Pradesh

Job Summary

SNOW CRITICAL INCIDENT MANAGEMENT

SKILL 1 ITIL

SKILL 2 SNOW CRITICAL INCIDENT MANAGEMENT
Job Responsibilities : • Manage the incident lifecycle, ensuring timely triage, assignment, escalation, and closure of incidents. • Coordinate and support Major Incident Management (P1/P2) activities, including bridge management, stakeholder communication, and status updates. • Drive adherence to Incident, Major Incident, and Change Management processes and governance standards. • Facilitate incident reviews, RCA tracking, and follow-up actions to prevent recurring issues. • Support Change Management activities, including change validation, impact assessment, risk reviews, and change approvals. • Participate in CAB/CRB meetings and maintain change schedules and documentation. • Monitor SLA/KPI compliance, including MTTR, incident backlog, change success rate, and incident reopen rates. • Coordinate with support teams, vendors, and business stakeholders during critical service disruptions. • Maintain and improve knowledge base articles, SOPs, and operational runbooks.

SNOW CRITICAL INCIDENT MANAGEMENT

SKILL 1 ITIL

SKILL 2 SNOW CRITICAL INCIDENT MANAGEMENT

Key Responsibilities

Skill Requirement : Experience and Skill Requirements • 3-6 years of experience in IT Service Management, Service Desk, Command Center, or Operations Support environments. • Solid understanding of ITIL Incident, Major Incident, Problem, and Change Management processes. • Experience in handling P1/P2 incidents and coordinating cross-functional technical teams. • Hands-on experience with ServiceNow or similar ITSM platforms. • Knowledge of SLA/KPI reporting, RCA methodologies, and service governance. • Strong communication, stakeholder management, and coordination skills. • Ability to work in 24x7 support environments and manage multiple priorities during critical situations. • Experience in change governance, CAB participation, and change risk assessment.

Skill Requirements

Job Summary : The CFS (Cross Functional Services) L2 Analyst is responsible for managing Incident Management, Major Incident Management (MIM),



and Change Management processes in an enterprise IT environment.

SKILL 1 ITIL

SKILL 2 SNOW CRITICAL INCIDENT MANAGEMENT.

The role focuses on driving service restoration, coordinating stakeholders during major incidents, ensuring process compliance, facilitating change governance activities, and contributing to service improvements in alignment with ITIL best practices.

Other Requirements

Other Requirement : Good to Have Requirements • ITIL Foundation or ITIL 4 certification. • Experience with ServiceNow ITSM, ITOM, or AIOps capabilities. • Exposure to Problem Management and Continual Service Improvement (CSI) practices. • Knowledge of automation tools, scripting, or workflow automation platforms. • Experience with reporting and dashboard tools such as Power BI, ServiceNow Analytics, or Tableau. • Exposure to enterprise environments supporting Cloud, Infrastructure, Digital Workplace, or Application Services. • Familiarity with AI-driven operations, incident analytics, and predictive monitoring solutions.

SNOW CRITICAL INCIDENT MANAGEMENT

SKILL 1 ITIL

SKILL 2 SNOW CRITICAL INCIDENT MANAGEMENT

Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.

Copyright © 2026 HCL Technologies Limited

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📌 SeniorAdministrator - Critical Incident Management (India)
🏢 HCLTech
📍 India