Job Description (JD) Critical Incident Manager (CIM)

Job Title: Critical Incident Manager (CIM)
Location: Noida / Bangalore / Chennai (as applicable)
Experience: 5-10 Years
Shift: 24x7 Support Environment (Rotational Shifts)

Role Overview

We are looking for an experienced Critical Incident Manager responsible for leading and coordinating the resolution of high-priority (P1/P2) incidents impacting business-critical services. The role requires strong stakeholder management, technical understanding, crisis communication, and incident governance skills to ensure rapid service restoration and minimize business impact.

Key Responsibilities

- Manage and drive Major/Critical Incidents (P1/P2) through the complete incident lifecycle.
- Lead technical bridge calls involving cross-functional support teams, vendors, and stakeholders.
- Ensure timely service restoration while minimizing business disruption.
- Establish explicit communication channels and provide regular updates to leadership and customers.
- Coordinate with Infrastructure, Application, Network, Cloud, Security, and Vendor teams during outages.
- Perform incident triage, impact assessment, and prioritization.
- Drive Root Cause Analysis (RCA) and Problem Management activities post-restoration.
- Track action items and ensure closure of preventive and corrective measures.




- Maintain adherence to ITIL Incident and Major Incident Management processes.
- Generate incident reports, dashboards, SLA/KPI metrics, and management summaries.
- Conduct post-incident reviews and identify opportunities for continuous service improvement.
- Support audit and compliance requirements related to incident management.

Required Skills

Technical Skills

- Strong understanding of IT Infrastructure and Application Support environments.
- Knowledge of Windows, Linux, Cloud (AWS/Azure), Networking, Database, and Security concepts.
- Experience with monitoring tools such as:
- SolarWinds
- Dynatrace
- Splunk
- AppDynamics
- Nagios
- Datadog

- Experience with ITSM tools:

- ServiceNow
- BMC Remedy
- Jira Service Management

Process Skills

- ITIL Incident Management
- Major Incident Management
- Problem Management
- Change Management
- Service Level Management
- RCA & Continuous Service Improvement

Required Qualifications

- Bachelor's Degree in Computer Science, IT, or related field.
- ITIL Foundation Certification (Mandatory/Preferred).
- ITIL Intermediate or Managing Professional certification is an advantage.
- Experience handling enterprise-scale critical incidents in a managed services environment.

📌 Critical Incident Manager (Noida)
🏢 HCLTech
📍 Noida