Critical Incident Manager (m/f/d)

HCLTech; Stuttgart; Hybrid; EUR 90.000 - 120.000; Vollzeit

Zusammenfassung

HCLTech is seeking an experienced Critical Incident Manager to support a major automotive client in Germany. You will take ownership of high-priority incidents, coordinate resolution activities across multiple service providers, and ensure minimal business impact through effective communication, escalation management, and stakeholder engagement.

You will lead technical bridge calls, manage escalations, and conduct post-incident reviews, applying ITSM/ITIL practices to prevent recurrence and

Qualifikationen

• 7+ years in Incident/Major Incident Management or IT Service Management.
• Strong IT infrastructure knowledge across apps and services.
• Experience coordinating multiple technical teams and vendors during incidents.
• Excellent communication, negotiation, and facilitation with senior stakeholders.

Aufgaben

• Take ownership of end-to-end Critical Incident Management process.
• Manage major incidents across multiple service providers and domains.
• Drive incident resolution activities and coordinate technical and business stakeholders.
• Lead technical bridge calls and executive status update meetings.
• Ensure timely communication to customers, senior management and stakeholders.
• Coordinate escalations and facilitate rapid decision-making during critical situations.
• Monitor resolution activities and ensure SLA compliance.
• Document incidents and track follow-up to completion.
• Conduct post-incident reviews and root cause analysis discussions.
• Identify recurring issues and elevate through Problem Management.

Kenntnisse

Incident Mgmt

Major Incident Mgmt

ITSM tools

Stakeholder mgmt

Service Operations

IT infrastructure knowledge

SLA management

Tools

ServiceNow

Jobbeschreibung

Are you passionate about incident management, service stability, and leading business-critical situations in complex IT environments?

HCLTech is looking for an experienced Critical Incident Manager to support a major automotive customer in Germany. In this role, you will take ownership of high-priority incidents, coordinate resolution activities across multiple service providers, and ensure minimal business impact through effective communication, escalation management, and stakeholder engagement.

Your Responsibilities

• Take ownership of the end-to-end Critical Incident Management process.
• Manage major incidents across multiple service providers and technology domains.
• Drive incident resolution activities and coordinate technical and business stakeholders.
• Lead technical bridge calls and executive status update meetings.
• Ensure timely communication and updates to customers, senior management, and stakeholders.
• Coordinate incident escalations and facilitate rapid decision-making during critical situations.
• Monitor incident resolution activities and ensure SLA compliance.
• Document incidents, maintain issue logs, and track follow-up activities to completion.
• Conduct post-incident reviews and facilitate root cause analysis discussions.
• Identify recurring service stability issues and elevate them through Problem Management processes.
• Support continual service improvement initiatives based on incident trends and operational insights.
• Act as the primary escalation point for high-priority incidents.

Required Qualifications

• Minimum 7+ years of experience in Incident Management, Major Incident Management, Service Operations, or IT Service Management.
• Strong understanding of IT infrastructure, applications, and service delivery environments.
• Experience coordinating multiple technical teams and service providers during critical incidents.
• Strong stakeholder management skills, including interaction with senior management and customer representatives.
• Experience managing SLAs, incident escalations, and service restoration activities.
• Excellent communication, coordination, negotiation, and facilitation skills.
• Strong analytical and problem-solving capabilities.
• Ability to perform effectively in high-pressure situations and business-critical outages.
• Experience with ITSM tools and Service Management processes.

Preferred Qualifications

• Experience as: Critical Incident Manager/Major Incident Manager/Incident Manager/Service Operations Manager/IT Service Manager/NOC Manager
• ITIL Foundation or higher certification.
• Experience in enterprise or multi-vendor service environments.
• Knowledge of Problem Management and Continual Service Improvement practices.
• Experience working with ServiceNow or similar ITSM platforms.
• Automotive industry experience is a plus.

Location

Hybrid work model