SME - Critical Incident Management

Experience: Not Available to Not Available years

Location: Lucknow, India

Skills: ITIL Incident Management, ITIL Problem Management, ITIL Change Management, ServiceNow, BMC Remedy, Jira Service Management, Infrastructure, Network, Storage, Applications, Middleware, Azure, AWS, Crisis Management, Decision-Making, Stakeholder Management, Conflict Management, Ownership, Accountability, ITIL v3 certification, ITIL 4 certification, PMP, Prince2

Job Summary
The Critical Incident Manager (CIM) is responsible for end‑to‑end ownership of high‑severity (P1/P2) incidents, ensuring rapid service restoration, effective stakeholder communication, and minimal business impact. The role requires strong leadership under pressure, excellent coordination skills across technical, business, and vendor teams, and a deep understanding of ITIL‑based service management. This is a command‑and‑control role with high visibility to senior leadership and customers.

Key Responsibilities
Incident Management & Command Leadership
• Own and manage Major/Critical Incidents (P1/P2) from detection to resolution.
• Act as the Incident Commander during live incidents, driving war rooms/bridge calls.
• Ensure rapid triage, root cause identification, and service restoration.
• Make real‑time decisions, manage priorities, and remove execution blockers.
• Enforce incident management processes as per ITIL / ITSM standards.

Stakeholder & Executive Communication
• Provide clear, concise, and timely updates to senior leadership, customers, and business stakeholders.




• Prepare executive‑level communication including:
• Incident notifications
• Business impact statements
• Restoration updates
• Executive summaries
• Handle customer escalations with confidence and professionalism.

Cross‑Functional Coordination
• Coordinate with:
• Application, Infrastructure, Network, Cloud, Security teams
• Service Desk & NOC
• Vendors and third‑party providers
• Ensure accountability across resolver groups and track action items.

Post‑Incident & Continuous Improvement
• Lead Post Incident Reviews (PIR) / RCA sessions.
• Ensure high‑quality:
• Root Cause Analysis (RCA)
• Corrective and Preventive Actions (CAPA)
• Track problem tickets and ensure permanent fixes.
• Identify trends and recommend process, automation, and resilience improvements.

Governance, Metrics & Compliance
• Ensure adherence to SLAs, OLAs, and contractual obligations.
• Maintain incident documentation and audit readiness.
• Define and report KPIs such as:
• MTTR
• Incident recurrence
• SLA compliance
• Support customer audits and senior management reviews.

Skill Requirements
Technical & Process Skills




• Strong expertise in ITIL Incident, Problem, and Change Management
• Experience with enterprise ITSM tools such as:
• ServiceNow (preferred)
• BMC Remedy, Jira Service Management, etc.
• Positive understanding of:
• Infrastructure (Server, Network, Storage)
• Applications & Middleware
• Cloud platforms (Azure/AWS – preferred)
• Ability to quickly understand complex production environments.

Leadership & Soft Skills
• Exceptional crisis management and decision‑making skills
• Strong verbal and written executive communication
• Ability to remain calm and assertive under pressure
• Excellent stakeholder and conflict management skills
• High sense of ownership and accountability

Other Requirements
• Bachelor’s degree in IT, Engineering, or related field
• ITIL v3 / ITIL 4 certification – Mandatory or Highly Preferred
• Additional certifications (good to have):
• PMP / Prince2

Job Description
• Experience managing incidents for large enterprise or global customers
• Exposure to 24x7 operations and on‑call environments
• Experience working in managed services / SI / BFSI / Telecom / Healthcare environments
• Prior experience handling executive and customer‑facing escalations

Key Success Factors
• Fast and effective service restoration
• Clear and confident leadership during outages
• High customer satisfaction during crisis situations
• Reduction in repeat incidents
• Improved IT service resilience

📌 SME Critical Incident Management (Lucknow)
🏢 HCL Technologies
📍 Lucknow