Hyderabad, Telangana

Job Summary

The objectives of the major incident management and problem management project are as follows: I. Minimize the impact of major incidents and problems on business operations, services, and customers. II. Establish a consistent and standardized approach to incident and problem identification, response, resolution, and prevention. III. Ensure explicit roles, responsibilities, and escalation paths are defined for incident and problem management team members and stakeholders. IV. Enhance communication and coordination among teams involved in incident and problem response and resolution. V. Conduct comprehensive post-incident and post-problem analysis to identify root causes, implement preventive measures, and drive continual improvement. VI. Foster a proactive culture by implementing problem management practices that focus on identifying and addressing underlying issues before they escalate into major incidents. a. Support Incident Types 1. Critical Incidents: High impact / high urgency Incidents are considered Priority Level 1 (P1),



or Critical Incidents, and include outages or service interruptions that disrupt business operations or prevent customers from accessing our services. 2. Major Incidents: If the BTCC considers a Critical Incident to be of the utmost urgency with potentially significant compliance, business or financial implications, the Incident is reviewed with the Major Incident Management (MIM) team and Business stakeholders to assess if the issue should be elevated to a Major Incident.

Key Responsibilities

Responsible for: - Timely review of all Critical incidents - Additional assessment of impact and urgency - Collecting any additional required information from incident Caller - Adjusting incident priority or promoting incident to Major incident - Opening and maintaining troubleshooting conference bridge - Paging required support teams and business stakeholders - Coordinating troubleshooting efforts for Critical inciden

📌 Administrator - English, Arabic, Microsoft Windows (Hyderabad)
🏢 HCLTech
📍 Hyderabad