Incident Management Specialist

HCLTech; Paris; On-site; EUR 80,000 - 110,000; Full time

Job summary

HCLTech France is seeking an experienced Incident Management Specialist to join our client’s Paris facility. The role focuses on major production incidents, ITIL processes, and weekly reporting, with 8+ years of experience preferred.

You will work to ensure service continuity, collaborate with incident and problem teams, and develop tools in Python to automate daily tasks while improving KPIs and incident resolution times.

Qualifications

• ITIL & Process Governance applied to change requests, approvals, and compliance.
• Knowledge of Power BI for reporting and dashboards.
• Ability to translate technical impacts for IT teams and business stakeholders.
• Understanding of systems architecture, dependencies, and risk in change planning.
• Coordination with incident and problem management to ensure smooth transitions.

Responsibilities

• Management of major production incidents until resolution.
• Problem management and post-mortem analysis.
• Weekly reporting on production incident tracking.
• Compliance with ITIL processes for actions defined during meetings.
• Enhancement of tools and automation of daily tasks using Python.
• Change management and incident activity projects.

Skills

ITIL & Process Governance

Microsoft Power BI

Technical Communication

Infrastructure Awareness

Incident & Problem Integration

Tools

Python

Job description

HCLTech is a global tech company with 225,000+ HCLTechies across 60 countries, offering digital, engineering, and cloud solutions. Serving major industries like Financial Services, Manufacturing, Healthcare, Telecom, and more, its 12-month revenue ending September 2024 was $13 billion.

HCLTech France: +500 HCLTechies. Offices: Paris, Lyon, Toulouse and Blagnac.

We are seeking for an Incident Management Specialist to fill the position to join our team at a client’s facility in Paris.

• 4 days Work from office (Client Location)
• Years of experience: 8+years

Responsibilities

• Management of major production incidents until resolution
• Problem management and post-mortem analysis
• Weekly reporting on production incident tracking
• Compliance with ITIL processes for actions defined during meetings
• Accuracy of incident reports (including all actions and decisions taken with agreement from contributing and impacted entities)
• Tracking and managing all incidents within a single central repository
• Support for weekly incident reviews
• Ensuring service continuity
• Contribution to incident management during infrastructure events occurring on certain weekends
• Improvement of tools and automation of daily tasks through development and maintenance of tools primarily written in Python
• Enhancement of service quality
• Optimization of activities to reduce management costs
• Implementation of KPIs to provide reports on workload and service quality
• Project management related to incident activity or continuous improvement
• Change management

Mandatory skills

• ITIL & Process Governance – Applies ITIL frameworks to manage change requests, approvals, and compliance.
• Microsoft Power BI
• Technical Communication – Translates technical impacts of changes for both IT teams and business stakeholders.
• Infrastructure Awareness – Understands systems architecture, dependencies, and risk areas during change planning.
• Incident & Problem Integration – Coordinates with incident/problem management to ensure smooth transitions and minimal disruptions.

Join a multinational company offering endless opportunities in a dynamic, multicultural environment.

Why become an HCLTechie?

At HCLTech, we offer diverse opportunities to learn, innovate, and fast-track your career. You'll work with global clients and industry-leading experts, gaining access to mentorship and rewarding growth paths. Our people-friendly work culture fosters flexibility, leadership, and personal and professional growth, giving you the freedom to explore, experiment, and thrive.

We believe in doing things differently, offering hands‑on training and coaching, and celebrating the passion and commitment of our teams. Discover the benefits of joining HCLTech:

• Global career opportunities and mobility.
• Flexible work environment supporting work-life balance.
• Exciting projects and upskilling opportunities to shape your role.
• Total wellbeing focus: Beyond professional growth, you’ll be able to collaborate with like-minded colleagues to drive meaningful impact through initiatives like our CSR Council, Diversity Council, Women Connect, and many more.