Track Lead - Critical Incident Management

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: Major Incident Management, ITSM operations, ITIL, ServiceNow, SLA management, KPI management, Root Cause Analysis, Post Incident Reviews, analytical skills, problem-solving skills, stakeholder management, decision-making, coordination, leadership

Job Summary
The Major Incident Manager is responsible for leading the end‑to‑end management of high‑priority (P1/P2) incidents to ensure rapid service restoration with minimal business impact. The role involves coordinating cross‑functional teams, managing stakeholder communication, driving root cause analysis, and ensuring continuous service improvement aligned to ITIL best practices.

Job Responsibilities
Own and manage major incidents from identification to closure ensuring timely restoration of services. Act as Incident Commander, leading bridge calls and coordinating resolution across infrastructure, application, and vendor teams. Drive incident triage, prioritization, escalation, and decision-making during critical outages.

Stakeholder Communication
Provide real-time, clear, and structured communication to business stakeholders, clients, and leadership during incidents. Deliver executive-level updates, dashboards, and status reports during and after incidents.

Coordination & Escalation Management
Coordinate across L1/L2/L3 teams, SMEs, vendors, and third parties for effective issue resolution. Manage escalations within internal and external support organizations.





Root Cause Analysis & Problem Management
Ensure Root Cause Analysis (RCA) is completed within defined SLAs and documented thoroughly. Lead Post Incident Reviews (PIR) and drive preventive/corrective action plans. Collaborate with Problem Management to eliminate recurring incidents.

SLA & Governance
Ensure adherence to SLA/OLA commitments for incident response and resolution timelines. Track and report incident KPIs, MTTR, SLA compliance, and trends to leadership.

Continuous Improvement
Drive incident reduction initiatives and process improvements. Conduct blameless post-mortems and implement preventive measures. Work with monitoring and alerting teams to proactively prevent high-severity incidents.

Job Description
SLA compliance for P1/P2 incidents
Mean Time to Resolution (MTTR)
RCA completion within SLA
Reduction in repeat incidents
Customer satisfaction (CSAT)

Work Setting
24x7 operational environment with on-call support for critical incidents
Regular interaction with global clients, leadership teams, and vendors.

Key Responsibilities
NA
Skill Requirements
Strong experience in Major Incident Management / ITSM operations
Deep understanding of ITIL (Incident, Problem, Change Management)
Experience with ITSM tools (e.g., ServiceNow)
Knowledge of SLA/KPI management, RCA, PIR frameworks

Other Requirements
Excellent communication and stakeholder management skills
Strong decision-making under pressure
Exceptional coordination and leadership abilities
Analytical and problem-solving mindset

📌 Track Lead Critical Incident Management (Chennai)
🏢 HCL Technologies
📍 Chennai