Job Summary

Critical Incident Manager is responsible for leading and coordinating the resolution of high-priority (P1/P2) incidents that impact business services. The role ensures rapid restoration of services, effective stakeholder communication, and adherence to SLA/KPI commitments, while driving continuous improvement in incident management processes.

Key Responsibilities

1. Incident Ownership & Resolution
2. Command Center / War Room Leadership
3. Stakeholder Communication
4. Monitoring & Incident Detection

Skill RequirementsCore Technical / Functional Skills

- Strong Critical Incident / Major Incident Management experience
- ITIL process knowledge (Incident, Problem, Change)
- Experience with tools like: ServiceNow / ServiceHub
- Monitoring tools (SolarWinds, MoogSoft, etc.)
- Understanding of infrastructure (network, servers, applications)

Operational Skills

- SLA/KPI management and reporting
- Incident prioritization & escalation handling
- Command center / global operations experience
- Vendor and cross-team coordination

Additional (Positive to Have)

- Experience in 24x7 support environments
- Knowledge of automation / AIOps tools
- Continuous improvement and process optimization mindset

Other Requirements

NA

📌 Engineer (Support & Operations) (India)
🏢 HCL Technologies
📍 India