Job Summary

The Critical Incident Manager (CIM) is responsible for end‑to‑end ownership of high‑severity (P1/P2) incidents, ensuring rapid service restoration, effective stakeholder communication, and minimal business impact. The role requires strong leadership under pressure, excellent coordination skills across technical, business, and vendor teams, and a deep understanding of ITIL‑based service management.rnThis is a command‑and‑control role with high visibility to senior leadership and customers.

Key Responsibilities

Incident Management &

- Command LeadershiprnrnOwn and manage Major/Critical Incidents (P1/P2) from detection to resolution.rnAct as the Incident Commander during live incidents, driving war rooms/bridge calls.rnEnsure rapid triage, root cause identification, and service restoration.rnMake real‑time decisions, manage priorities, and remove execution blockers.rnEnforce incident management processes as per ITIL / ITSM standards.rnrnStakeholder &
- Executive CommunicationrnrnProvide clear, concise, and timely updates to senior leadership, customers, and business stakeholders.rnPrepare executive‑level communication including:rnrnIncident notificationsrnBusiness impact statementsrnRestoration updatesrnExecutive summariesrnrnrnHandle customer escalations with confidence and professionalism.rnrnCross‑Functional CoordinationrnrnCoordinate with:rnrnApplication, Infrastructure, Network, Cloud, Security teamsrnService Desk &
- NOCrnVendors and third‑party providersrnrnrnEnsure accountability across resolver groups and track action items.rnrnPost‑Incident &
- Continuous ImprovementrnrnLead Post Incident Reviews (PIR) / RCA sessions.rnEnsure high‑quality:rnrnRoot Cause Analysis (RCA)rnCorrective and Preventive Actions (CAPA)rnrnrnTrack problem tickets and ensure permanent fixes.rnIdentify trends and recommend process, automation, and resilience improvements.rnrnGovernance,



Metrics &
- CompliancernrnEnsure adherence to SLAs, OLAs, and contractual obligations.rnMaintain incident documentation and audit readiness.rnDefine and report KPIs such as:rnrnMTTRrnIncident recurrencernSLA compliancernrnrnSupport customer audits and senior management reviews.rnrn

Skill Requirements

Technical &

- Process SkillsrnrnStrong expertise in ITIL Incident, Problem, and Change ManagementrnExperience with enterprise ITSM tools such as:rnrnServiceNow (preferred)rnBMC Remedy, Jira Service Management, etc.rnrnrnGood understanding of:rnrnInfrastructure (Server, Network, Storage)rnApplications &
- MiddlewarernCloud platforms (Azure/AWS – preferred)rnrnrnAbility to quickly understand complex production environments.rnrnLeadership &
- Soft SkillsrnrnExceptional crisis management and decision‑making skillsrnStrong verbal and written executive communicationrnAbility to remain calm and assertive under pressurernExcellent stakeholder and conflict management skillsrnHigh sense of ownership and accountability

Must Have Skill

CA Service Desk Manager,Critical Incident Management,BMC Remedy Action Request System,ServiceNow

Good to Have Skill

Other Requirements

Bachelor’s degree in IT, Engineering, or related fieldrnITIL v3 / ITIL 4 certification – Mandatory or Highly PreferredrnAdditional certifications (positive to have):rnrnPMP / Prince2

: Experience managing incidents for large enterprise or global customers\r\nExposure to 24x7 operations and on‑call environments\r\nExperience working in managed services / SI / BFSI / Telecom / Healthcare environments\r\nPrior experience handling executive and customer‑facing escalations\r\n\r\n\r\nKey Success Factors\r\n\r\nFast and effective service restoration\r\nClear and confident leadership during outages\r\nHigh customer satisfaction during crisis situations\r\nReduction in repeat incidents\r\nImproved IT service resilience\r\n\r\n

📌 SME - Critical Incident Management (Lucknow)
🏢 HCLTech
📍 Lucknow