Senior Administrator - Critical Incident Management

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: Not Available

Job Summary
Job Description – Escalation Intake Services and MIM • Support and address general escalations hitting the TechOps-domain, and which are not major incidents or system outages (for this we have major incident management team) • Make sure that for any escalation addressed via any of our intake channels (SPC-escalation, email, chat, later: hotline), the correct escalation path is identified and followed, until we find a colleague who accepts responsibility for the escalation and drives it technically • Follow-Up on running escalations to see if further support from other teams required, make sure this support is given, and overall progress is made • Centrally document all escalations addressed to EIS for future analysis and to identify escalation hotspots • Continuously provide feedback to Service- and Technical Area Owners in case escalation paths are outdated or not delivering the expected results

Key Responsibilities
Job Description – Escalation Intake Services and MIM • Support and address general escalations hitting the TechOps-domain, and which are not major incidents or system outages (for this we have major incident management team) • Make sure that for any escalation addressed via any of our intake channels (SPC-escalation, email, chat, later: hotline), the correct escalation path is identified and followed,



until we find a colleague who accepts responsibility for the escalation and drives it technically • Follow-Up on running escalations to see if further support from other teams required, make sure this support is given, and overall progress is made • Centrally document all escalations addressed to EIS for future analysis and to identify escalation hotspots • Continuously provide feedback to Service- and Technical Area Owners in case escalation paths are outdated or not delivering the expected results

Skill Requirements
Job Description – Escalation Intake Services and MIM • Support and address general escalations hitting the TechOps-domain, and which are not major incidents or system outages (for this we have major incident management team) • Make sure that for any escalation addressed via any of our intake channels (SPC-escalation, email, chat, later: hotline), the correct escalation path is identified and followed, until we find a colleague who accepts responsibility for the escalation and drives it technically • Follow-Up on running escalations to see if further support from other teams required, make sure this support is given, and overall progress is made • Centrally document all escalations addressed to EIS for future analysis and to identify escalation hotspots • Continuously provide feedback to Service- and Technical Area Owners in case escalation paths are outdated or not delivering the expected results

Other Requirements
NA

📌 Senior Administrator Critical Incident Management (Chennai)
🏢 HCL Technologies
📍 Chennai