Track Lead - Critical Incident Management

Mumbai, Maharashtra

Job Summary

Overall Objectives of job • Set up and govern Major Incident Management (MIM) and Change Management processes. • Lead major incident calls and drive resolution coordination across teams. • Act as Change Coordinator and manage end-to-end change lifecycle. • Schedule and facilitate CAB/ECAB meetings. • Ensure process compliance, risk assessment, RCA reviews, and service governance. • Track KPIs, prepare operational reports, and drive continuous process improvements. • Collaborate with infrastructure, application, cloud, and business teams to ensure service stability. Required Skills & Experience • 8-12 years of experience in IT Service Management, Incident Management, or Change Management. • Strong hands-on experience with MIM, CAB governance, and Change Management processes. • Experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management. • Valuable understanding of ITIL best practices. • Strong stakeholder management, communication, and coordination skills. Preferred Qualifications • ITIL certification. • Experience in enterprise/global delivery environments.

Key Responsibilities

Overall Objectives of job • Set up and govern Major Incident Management (MIM) and Change Management processes. • Lead major incident calls and drive resolution coordination across teams. • Act as Change Coordinator and manage end-to-end change lifecycle. • Schedule and facilitate CAB/ECAB meetings. • Ensure process compliance, risk assessment, RCA reviews, and service governance. • Track KPIs, prepare operational reports, and drive continuous process improvements. • Collaborate with infrastructure, application, cloud, and business teams to ensure service stability. Required Skills & Experience • 8-12 years of experience in IT Service Management, Incident Management, or Change Management. • Strong hands-on experience with MIM, CAB governance, and Change Management processes. • Experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management.



• Good understanding of ITIL best practices. • Strong stakeholder management, communication, and coordination skills. Preferred Qualifications • ITIL certification. • Experience in enterprise/global delivery environments.

Skill Requirements

Overall Objectives of job • Set up and govern Major Incident Management (MIM) and Change Management processes. • Lead major incident calls and drive resolution coordination across teams. • Act as Change Coordinator and manage end-to-end change lifecycle. • Schedule and facilitate CAB/ECAB meetings. • Ensure process compliance, risk assessment, RCA reviews, and service governance. • Track KPIs, prepare operational reports, and drive continuous process improvements. • Collaborate with infrastructure, application, cloud, and business teams to ensure service stability. Required Skills & Experience • 8-12 years of experience in IT Service Management, Incident Management, or Change Management. • Strong hands-on experience with MIM, CAB governance, and Change Management processes. • Experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management. • Good understanding of ITIL best practices. • Strong stakeholder management, communication, and coordination skills. Preferred Qualifications • ITIL certification. • Experience in enterprise/global delivery environments.

Other Requirements

Overall Objectives of job • Set up and govern Major Incident Management (MIM) and Change Management processes. • Lead major incident calls and drive resolution coordination across teams. • Act as Change Coordinator and manage end-to-end change lifecycle. • Schedule and facilitate CAB/ECAB meetings.



• Ensure process compliance, risk assessment, RCA reviews, and service governance. • Track KPIs, prepare operational reports, and drive continuous process improvements. • Collaborate with infrastructure, application, cloud, and business teams to ensure service stability. Required Skills & Experience • 8-12 years of experience in IT Service Management, Incident Management, or Change Management. • Strong hands-on experience with MIM, CAB governance, and Change Management processes. • Experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management. • Good understanding of ITIL best practices. • Strong stakeholder management, communication, and coordination skills. Preferred Qualifications • ITIL certification. • Experience in enterprise/global delivery environments.

Overall Objectives of job\r\n\r\n• Set up and govern Major Incident Management (MIM) and Change Management processes.\r\n• Lead major incident calls and drive resolution coordination across teams.\r\n• Act as Change Coordinator and manage end-to-end change lifecycle.\r\n• Schedule and facilitate CAB/ECAB meetings.\r\n• Ensure process compliance, risk assessment, RCA reviews, and service governance.\r\n• Track KPIs, prepare operational reports, and drive continuous process improvements.\r\n• Collaborate with infrastructure, application, cloud, and business teams to ensure service stability.\r\n\r\nRequired Skills & Experience\r\n\r\n• 8-12 years of experience in IT Service Management, Incident Management, or Change Management.\r\n• Strong hands-on experience with MIM, CAB governance, and Change Management processes.\r\n• Experience with ITSM tools such as ServiceNow, Remedy, or Jira Service Management.\r\n• Good understanding of ITIL best practices.\r\n• Strong stakeholder management, communication, and coordination skills.\r\n\r\nPreferred Qualifications\r\n• ITIL certification.\r\n• Experience in enterprise/global delivery environments.\r\n

📌 Track Lead - Critical Incident Management (Mumbai)
🏢 HCLTech
📍 Mumbai