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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.r
This is a command‑and‑control role with high visibility to senior leadership and customers.

Key Responsibilities

Incident Management & Command Leadershipr
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Own and manage Major/Critical Incidents (P1/P2) from detection to resolution.r
Act as the Incident Commander during live incidents, driving war rooms/bridge calls.r
Ensure rapid triage, root cause identification, and service restoration.r
Make real‑time decisions, manage priorities, and remove execution blockers.r
Enforce incident management processes as per ITIL / ITSM standards.r
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Stakeholder & Executive Communicationr
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Provide clear, concise, and timely updates to senior leadership, customers, and business stakeholders.r




Prepare executive‑level communication including:r
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Incident notificationsr
Business impact statementsr
Restoration updatesr
Executive summariesr
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Handle customer escalations with confidence and professionalism.r
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Cross‑Functional Coordinationr
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Coordinate with:r
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Application, Infrastructure, Network, Cloud, Security teamsr
Service Desk & NOCr
Vendors and third‑party providersr
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Ensure accountability across resolver groups and track action items.r
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Post‑Incident & Continuous Improvementr
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Lead Post Incident Reviews (PIR) / RCA sessions.r
Ensure high‑quality:r
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Root Cause Analysis (RCA)r
Corrective and Preventive Actions (CAPA)r
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Track problem tickets and ensure permanent fixes.r
Identify trends and recommend process, automation, and resilience improvements.r
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Governance, Metrics & Compliancer
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Ensure adherence to SLAs, OLAs, and contractual obligations.r
Maintain incident documentation and audit readiness.r
Define and report KPIs such as:r
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MTTRr
Incident recurrencer
SLA compliancer
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Support customer audits and senior management reviews.r
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Skill Requirements

Technical & Process Skillsr
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Strong expertise in ITIL Incident, Problem, and Change Managementr
Experience with enterprise ITSM tools such as:r
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ServiceNow (preferred)r
BMC Remedy, Jira Service Management, etc.r
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Good understanding of:r
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Infrastructure (Server, Network, Storage)r
Applications & Middlewarer
Cloud platforms (Azure/AWS – preferred)r
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Ability to quickly understand complex production environments.r
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Leadership & Soft Skillsr
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Exceptional crisis management and decision‑making skillsr
Strong verbal and written executive communicationr
Ability to remain calm and assertive under pressurer
Excellent stakeholder and conflict management skillsr
High sense of ownership and accountability

Other Requirements

Bachelor’s degree in IT, Engineering, or related fieldr
ITIL v3 / ITIL 4 certification – Mandatory or Highly Preferredr
Additional certifications (valuable to have):r
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PMP / Prince2

Job Description : Experience managing incidents for large enterprise or global customers\\r\
Exposure to 24x7 operations and on‑call environments\\r\
Experience working in managed services / SI / BFSI / Telecom / Healthcare environments\\r\
Prior experience handling executive and customer‑facing escalations\\r\
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Key Success Factors\\r\
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Fast and effective service restoration\\r\
Explicit and confident leadership during outages\\r\
High customer satisfaction during crisis situations\\r\
Reduction in repeat incidents\\r\
Improved IT service resilience\\r\
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📌 SME - Critical Incident Management (India)
🏢 HCL Technologies
📍 India