Job Summary

Incident Command: Declare major incidents, establish communication bridges, and take charge of the entire resolution lifecycle. • Coordination: Lead and facilitate technical teams (internal & third-party), resolve conflicts, and ensure collaborative action plans with owners and deadlines are met. • Communication: Act as the single point of contact, providing timely and accurate status updates to stakeholders and management. • Process Adherence: Ensure strict adherence to incident management protocols (e.g., ITIL), log all details, and initiate post-incident reviews (PIRs). • Resolution & Prevention: Drive towards swift workarounds or permanent fixes and work with Problem Management to identify root causes and prevent future incidents. • Reporting: Generate metrics and reports on major incidents, focusing on resolution times and trends. Essential Skills & Attributes

Key Responsibilities

Communication: Excellent verbal and written skills to simplify complex technical issues for non-technical audiences. • Problem-Solving: Strong analytical skills to quickly assess impact and guide technical teams. • Technical Acumen: Broad understanding of IT infrastructure and applications. • Composure: Ability to remain calm and decisive during high-stress events. • Stakeholder Management:



Ability to build and maintain relationships with various internal and external groups.

Skill Requirements

Communication: Excellent verbal and written skills to simplify complex technical issues for non-technical audiences. • Problem-Solving: Strong analytical skills to quickly assess impact and guide technical teams. • Technical Acumen: Broad understanding of IT infrastructure and applications. • Composure: Ability to remain calm and decisive during high-stress events. • Stakeholder Management: Ability to build and maintain relationships with various internal and external groups.

Must Have Skill

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

Good to Have Skill

Other Requirements

Communication: Excellent verbal and written skills to simplify complex technical issues for non-technical audiences. • Problem-Solving: Robust analytical skills to quickly assess impact and guide technical teams. • Technical Acumen: Broad understanding of IT infrastructure and applications. • Composure: Ability to remain calm and decisive during high-stress events. • Stakeholder Management: Ability to build and maintain relationships with various internal and external groups.

📌 SeniorAdministrator - Critical Incident Management (Chennai)
🏢 HCLTech
📍 Chennai