Chennai, Tamil Nadu
Job Summary
HCL Technologies is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are built on four decades of innovation, with a world-renowned management philosophy, a strong culture of invention and risk-taking, and a relentless focus on customer relationships. HCL also takes pride in its many diversity, social responsibility, sustainability, and education initiatives. Through its worldwide network of R&D; facilities and co-innovation labs, global delivery capabilities, and over 230,000+ ‘Ideapreneurs’ across 50 countries, HCL delivers holistic services across industry verticals to leading enterprises, including 250 of the Fortune 500 and 650 of the Global 2000.
Purpose: The L1 Support role in Situation Management / Critical Incident Management is responsible for providing first-level support for all P1 & P2 incidents reported from the Application and Infrastructure environments. This role involves crisis management, escalation management, bridge management, executive communication management, critical key SLA management, emergency change management, vendor management, and post-incident report management.
Key Responsibilities

Principal Activities:
Own and meet the target of Critical SLAs every month.
Govern outages end-to-end and restore the impact/services within SLA.
Liaise with Technical management and other ITSM Teams to meet the KPI of Situation Management.
Act as a Crisis Manager and handle crisis situations based on the BCM process.
Govern and manage the technical bridge and management bridges with HCL Technologies, Customer & vendors.
Govern and manage the vendors/third parties on all outages.
Drive the actions derived from the Customer Management bridges.
Prepare the SLA ratification & Post incident report of high quality every month for all the reported outages.
Align the process goals with the organization's goals. Prepare reports and periodic reviews for Major Incidents.




Review Emergency changes from both technical and service impact points of view and be the Sole Approver of all Emergency changes in the entire IT Setting managed/supported by HCL IT.

Key Attributes:
Proven ability to work with others to meet common objectives and customer expectations.
Able to work in a changing environment and adapt to these changes.
Proven excellence in planning, leadership, communication, negotiation, problem-solving, and organizational influence.
Must be able to multitask effectively across other responsibilities.
Highly process-focused.
Can clearly identify improvement opportunities and implement necessary changes.
Excellent written and verbal communication and interpersonal skills.
Strong facilitation skills and ability to gain consensus.
Takes initiative to creatively resolve issues and find solutions.
Proven ability to see business processes through a customer lens.
Strong negotiation, conflict resolution, and influencing skills.
Strong analytical skills, comfortable with data and statistics.
Data-driven decision-maker.
Comfortable communicating to all levels within the organization.
Results/outcome-oriented.
Skill Requirements

Skills and Background:
Working knowledge of Incident/Problem/Event/Change Management/Configuration frameworks such as ITIL 4.
Excellent understanding of IT Infrastructure (Cloud, Network, Telecom, and Security) and Application technologies.
Knowledge and understanding of ITIL and ISO Standards (ISO 20000 and 20000-1:2018).
12+ years of experience in Information Technology or related industry (excluding Mobile Telecommunication).
Experience in Operations and preferably Managed Services.
Must have good written and verbal English.
I hope this helps! Let me know if you need any further assistance.

Other Requirements
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