Sr Administrator (Tools & Automation)

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: ITIL Incident Management, ITIL Major Incident Management, ITIL Problem Management, ITSM tools, ServiceNow, Remedy, BMC, Jira Service Management, Crisis Management, Decision-Making, Analytical Skills, Problem-Solving, Organizational Skills, Multitasking, Customer Focus, Business Focus

Job Summary
The Major Incident Manager is responsible for leading the end-to-end management of major (high-impact, high-urgency) incidents to restore normal service operations as quickly as possible while minimizing business impact. The role acts as the central point of coordination, communication, and decision-making during critical IT service disruptions.

Key Responsibilities
Major Incident Leadership
• Own and manage all P1 / Major Incidents from identification through resolution and closure
• Act as the Incident Commander, driving swift restoration of services
• Ensure rapid mobilization of technical teams, vendors, and stakeholders
• Maintain focus on service restoration rather than root cause during live incidents.

Coordination & Escalation
• Coordinate cross-functional resolver groups (Infrastructure, Applications, Network, Security, Vendors)
• Facilitate war rooms / bridge calls, ensuring structured and effective collaboration
• Escalate incidents appropriately based on impact, urgency, and business risk
• Remove obstacles and drive accountability during incident resolution

Communication & Stakeholder Management
• Provide clear, accurate, and timely communications to business leaders, customers, and IT stakeholders
• Prepare and distribute incident updates, including: no Initial notification




no Regular status updates
o Resolution confirmation
• Act as a single point of contact for senior management during major incidents

Incident Process Governance
• Ensure incident handling complies with ITIL-aligned Incident & Major Incident Management processes
• Confirm correct incident logging, categorization, prioritization, and documentation
• Enforce defined SLAs, OLAs, and escalation timelines
• Identify gaps in process and recommend improvements

Post-Incident Management
• Lead Post-Incident Reviews (PIRs) / Root Cause Analysis (RCA) sessions
• Ensure corrective and preventive actions (CAPAs) are defined, tracked, and completed
• Identify recurring incidents and escalate for Problem Management
• Produce executive summary reports highlighting lessons learned and improvement actions

Continuous Improvement
• Analyze incident trends and metrics to reduce incident frequency and duration
• Work closely with Problem, Change, and Service Management teams
• Drive service resilience improvements and proactive risk mitigation
• Support major change, release, and maintenance activities from an incident-risk perspective

Skill Requirement :
Technical & Process Skills
• Robust knowledge of ITIL Incident, Major Incident, and Problem Management
• Understanding of enterprise IT environments (Applications, Databases, Networks,



Cloud, End-User Computing)
• Ability to interpret technical information and translate it into business language
• Experience with ITSM tools (e.g., ServiceNow, Remedy, BMC, Jira Service Management)
Leadership & Communication
• Excellent crisis management and decision-making skills
• Strong verbal and written communication skills
• Ability to remain calm, assertive, and decisive under pressure
• Proven ability to influence without direct authority
Behavioral Competencies
• High sense of ownership and accountability
• Strong organizational and multitasking skills
• Analytical and problem-solving mindset
• Customer- and business-focused approach

Skill Requirements
Technical & Process Skills
• Strong knowledge of ITIL Incident, Major Incident, and Problem Management
• Understanding of enterprise IT environments (Applications, Databases, Networks, Cloud, End-User Computing)
• Ability to interpret technical information and translate it into business language
• Experience with ITSM tools (e.g., ServiceNow, Remedy, BMC, Jira Service Management)
Leadership & Communication
• Excellent crisis management and decision-making skills
• Strong verbal and written communication skills
• Ability to remain calm, assertive, and decisive under pressure
• Proven ability to influence without direct authority
Behavioral Competencies
• High sense of ownership and accountability
• Strong organizational and multitasking skills
• Analytical and problem-solving mindset
• Customer- and business-focused approach

Other Requirements
Valuable communication and skill to drive outages

📌 Sr Administrator (Tools & Automation) (Chennai)
🏢 HCL Technologies
📍 Chennai