Global Major Incident Manager – Lead Crisis & Automation

HCL Technologies Limited; Paris; Hybrid; EUR 90,000 - 130,000; Full time

Job summary

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

Qualifications

• 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.

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.

Skills

Incident management

Crisis management

Python automation

AWS cloud

Linux/Windows

Communication (FR/EN)

Dashboard analytics

Service-level management

Tools

ServiceNow

Jira Service Management

Power BI

Grafana

Zabbix

AWS

Job description

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