Global Major Incident Manager

HCLTech; Paris; Híbrido; EUR 90.000 - 130.000; Jornada completa

Descripción de la vacante

HCL Technologies Limited seeks an experienced Incident Management Lead to own end-to-end production incident lifecycles across a global technology estate. You will coordinate crisis calls, cross-functional teams, vendors, and stakeholders to restore service and document outcomes.

You will automate data collection, build dashboards, and drive continuous improvement using Python, cloud services, Linux, and Windows Server, while communicating clearly in French and English during high-pressure

Formación

• 8+ years of experience in major incident management, production operations, service management, or business IT administration.
• Expert knowledge of IT service-management practices including major incident, problem, escalation, change, and service-level management.
• Proven experience leading global crisis calls and coordinating infrastructure, application, security, cloud, supplier, and business teams.
• Hands-on Python development experience for automation, data extraction, transformation, analysis, reporting, and dashboard enablement.
• Strong operational knowledge of Amazon Web Services environments and cloud-based production services.
• Hands-on experience with Zabbix monitoring, alerting, event analysis, availability reporting, and operational dashboards.
• Solid Linux and Windows Server troubleshooting and production-support experience.
• Excellent French and English communication skills, including concise management updates during high-pressure incidents.

Responsabilidades

• Own critical and major production incidents from detection through service restoration, closure, and follow-up actions.
• Lead crisis bridges, coordinate technical and supplier teams, prioritize remediation actions, and elevate high-impact situations promptly.
• Maintain accurate incident records in the central service-management repository and support weekly incident-review governance.
• Provide regular executive, operational, and business communications covering impact, progress, service commitments, risks, and resolution status.
• Automate operational data collection and analysis, supervise reliable indicators, create dynamic dashboards, and drive continuous improvement.

Conocimientos

Incident management

Crisis management

Python automation

AWS cloud

Linux/Windows

Communication (FR/EN)

Dashboard analytics

Service-level management

Herramientas

ServiceNow

Jira Service Management

Power BI

Grafana

Zabbix

AWS

Descripción del empleo

The role leads end-to-end management of critical and major production incidents across a global technology environment. The consultant coordinates crisis calls, technical teams, suppliers, operational leaders, and business stakeholders through service restoration and closure. The assignment also includes service-level tracking, weekly incident governance, production expertise, operational analytics, monitoring, dashboard automation, and continuous improvement using Python, cloud, Linux, and Windows Server technologies.

Responsibilities

• Own critical and major production incidents from detection through service restoration, closure, and follow-up actions.
• Lead crisis bridges, coordinate technical and supplier teams, prioritize remediation actions, and elevate high-impact situations promptly.
• Maintain accurate incident records in the central service-management repository and support weekly incident-review governance.
• Provide regular executive, operational, and business communications covering impact, progress, service commitments, risks, and resolution status.
• Automate operational data collection and analysis, supervise reliable indicators, create dynamic dashboards, and drive continuous improvement.

Mandatory skills

• 8+ years of relevant experience in major incident management, production operations, service management, or business IT administration.
• Expert knowledge of IT service-management practices, including major incident, problem, escalation, change, and service-level management.
• Proven experience leading global crisis calls and coordinating infrastructure, application, security, cloud, supplier, and business teams.
• Hands‑on Python development experience for automation, data extraction, transformation, analysis, reporting, and dashboard enablement.
• Strong operational knowledge of Amazon Web Services environments and cloud-based production services.
• Hands‑on experience with Zabbix monitoring, alerting, event analysis, availability reporting, and operational dashboards.
• Solid Linux and Windows Server troubleshooting and production-support experience.
• Excellent French and English communication skills, including concise management updates during high-pressure incidents.

Specific requirements

• Provide end-to-end ownership of critical and high-impact production incidents until resolution.
• Manage crisis cells and rapidly escalate situations requiring management or supplier intervention.
• Track investigations, remediation actions, priorities, service commitments, and execution progress throughout each incident.
• Produce weekly incident reporting and contribute actively to formal incident-review meetings.
• Identify relevant performance indicators, define calculation methods, automate data collection, and improve information quality.
• Participate in planned weekend infrastructure events when operational support is required.
• Work in Île-de-France with 80% on-site presence and 20% remote execution; no business travel is planned.
• No personal-data processing is delegated to the service provider, and subcontracting is not permitted.

Appreciated skills

• ITIL 4 Managing Professional, ITIL 4 Foundation, or equivalent service-management certification.
• Experience with ServiceNow, Jira Service Management, or another enterprise incident and problem-management platform.
• Knowledge of Power BI, Grafana, or similar operational analytics and dashboard tools.
• Experience with post-incident reviews, root-cause analysis, observability, automation, and service-reliability improvement.
• Experience managing incidents in financial services or another highly regulated, globally distributed environment.