Lucknow, Uttar Pradesh

Job Summary

: N+1 PRFrnJob description: rnPosition /Skills: Critical Incident ManagementrnExperience Level: 3 to 5 Yrs.rnJob Location: Noida / LucknowrnRole responsibilitiesrnServing as the primary point of contact throughout the lifecycle of Critical Incidents and ProblemsrnBe part of a 24*7 rota to manage P1s/P2s and P3 Escalation bridgesrnLeading and coordinating conference bridges or war rooms as required Coordinating resources needed to troubleshoot, communicate, and/or make decisions to resolve a Critical Incident or Problem Overseeing end-to-end Critical Incident and Problem investigationrnAuthoring and managing known-error database recordsrnMaintaining communication with resolver groups for status updates and additional informationrnEnsuring that internal and external communications about a Major Incident and Problem are completed in a timely mannerrnUpdating agreed channels and email distribution lists with notifications of updates and resolutionrnCreation of Major Incident and root cause analysis reportingrnEducating IT staff on the major incident and problem management processesrnAttending CAB meetingsrnrnInvolvementsrnClient FacingrnCommunication Reporting and Governance Third-party LiaisonrnIncident ManagementrnProblem ManagementrnChange ManagementrnRelease & Environment ManagementrnConfiguration ManagementrnKnowledge ManagementrnITIL4 qualifiedrnWorking understanding of ITIL principles and conceptsrnWorking in a similar role for a managed service providerrnExemplary written English and time-keeping skillsrnIT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and conceptsrnStrong senior stakeholder management skills, capable of asking the 'right' questionsrnPrevious experience in implementing major incident and problem management processes and obtaining cultural buy-inrnrn

Key Responsibilities

: N+1 PRFrnJob description: rnPosition /Skills: Critical Incident ManagementrnExperience Level: 3 to 5 Yrs.rnJob Location: Noida / LucknowrnRole responsibilitiesrnServing as the primary point of contact throughout the lifecycle of Critical Incidents and ProblemsrnBe part of a 24*7 rota to manage P1s/P2s and P3 Escalation bridgesrnLeading and coordinating conference bridges or war rooms as required Coordinating resources needed to troubleshoot, communicate,



and/or make decisions to resolve a Critical Incident or Problem Overseeing end-to-end Critical Incident and Problem investigationrnAuthoring and managing known-error database recordsrnMaintaining communication with resolver groups for status updates and additional informationrnEnsuring that internal and external communications about a Major Incident and Problem are completed in a timely mannerrnUpdating agreed channels and email distribution lists with notifications of updates and resolutionrnCreation of Major Incident and root cause analysis reportingrnEducating IT staff on the major incident and problem management processesrnAttending CAB meetingsrnrnInvolvementsrnClient FacingrnCommunication Reporting and Governance Third-party LiaisonrnIncident ManagementrnProblem ManagementrnChange ManagementrnRelease & Environment ManagementrnConfiguration ManagementrnKnowledge ManagementrnITIL4 qualifiedrnWorking understanding of ITIL principles and conceptsrnWorking in a similar role for a managed service providerrnExemplary written English and time-keeping skillsrnIT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and conceptsrnStrong senior stakeholder management skills, capable of asking the 'right' questionsrnPrevious experience in implementing major incident and problem management processes and obtaining cultural buy-inrnrn

Skill Requirements

: N+1 PRFrnJob description: rnPosition /Skills: Critical Incident ManagementrnExperience Level: 3 to 5 Yrs.rnJob Location: Noida / LucknowrnRole responsibilitiesrnServing as the primary point of contact throughout the lifecycle of Critical Incidents and ProblemsrnBe part of a 24*7 rota to manage P1s/P2s and P3 Escalation bridgesrnLeading and coordinating conference bridges or war rooms as required Coordinating resources needed to troubleshoot, communicate, and/or make decisions to resolve a Critical Incident or Problem Overseeing end-to-end Critical Incident and Problem investigationrnAuthoring and managing known-error database recordsrnMaintaining communication with resolver groups for status updates and additional informationrnEnsuring that internal and external communications about a Major Incident and Problem are completed in a timely mannerrnUpdating agreed channels and email distribution lists with notifications of updates and resolutionrnCreation of Major Incident and root cause analysis reportingrnEducating IT staff on the major incident and problem management processesrnAttending CAB meetingsrnrnInvolvementsrnClient FacingrnCommunication Reporting and Governance Third-party LiaisonrnIncident ManagementrnProblem ManagementrnChange ManagementrnRelease & Setting ManagementrnConfiguration ManagementrnKnowledge ManagementrnITIL4 qualifiedrnWorking understanding of ITIL principles and conceptsrnWorking in a similar role for a managed service providerrnExemplary written English and time-keeping skillsrnIT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and conceptsrnStrong senior stakeholder management skills, capable of asking the 'right' questionsrnPrevious experience in implementing major incident and problem management processes and obtaining cultural buy-inrnrn

Other Requirements

: N+1 PRFrnJob description: rnPosition /Skills: Critical Incident ManagementrnExperience Level: 3 to 5 Yrs.rnJob Location: Noida / LucknowrnRole responsibilitiesrnServing as the primary point of contact throughout the lifecycle of Critical Incidents and ProblemsrnBe part of a 24*7 rota to manage P1s/P2s and P3 Escalation bridgesrnLeading and coordinating conference bridges or war rooms as required Coordinating resources needed to troubleshoot, communicate, and/or make decisions to resolve a Critical Incident or Problem Overseeing end-to-end Critical Incident and Problem investigationrnAuthoring and managing known-error database recordsrnMaintaining communication with resolver groups for status updates and additional informationrnEnsuring that internal and external communications about a Major Incident and Problem are completed in a timely mannerrnUpdating agreed channels and email distribution lists with notifications of updates and resolutionrnCreation of Major Incident and root cause analysis reportingrnEducating IT staff on the major incident and problem management processesrnAttending CAB meetingsrnrnInvolvementsrnClient FacingrnCommunication Reporting and Governance Third-party LiaisonrnIncident ManagementrnProblem ManagementrnChange ManagementrnRelease & Environment ManagementrnConfiguration ManagementrnKnowledge ManagementrnITIL4 qualifiedrnWorking understanding of ITIL principles and conceptsrnWorking in a similar role for a managed service providerrnExemplary written English and time-keeping skillsrnIT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and conceptsrnStrong senior stakeholder management skills, capable of asking the 'right' questionsrnPrevious experience in implementing major incident and problem management processes and obtaining cultural buy-inrnrn

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📌 Administrator - Critical Incident Management (Lucknow)
🏢 HCLTech
📍 Lucknow