Administrator (Tools & Automation)

HCL Technologies Limited; Chennai District; On-site; INR 1,500,000 - 1,900,000; Full time

Job summary

HCLTech is seeking a Major Incident Manager to oversee critical service disruption responses across global teams. You will monitor queues, validate alerts, assess impact, categorise tickets, and drive the MIM workflow to resolution.

Join a cross-functional crisis team, deploy validated workarounds, conduct testing, and provide timely updates to stakeholders, vendors, and leadership while preserving business continuity.

Qualifications

• Experience in identifying spikes in service desk queues and recognizing outages.
• Ability to validate alerts and filter false positives.
• Strong skills in impact assessment and stakeholder communication.
• Proficiency in tagging high-priority tickets (P1/P2) and escalation processes.
• Experience participating in war rooms and coordinating with cross-functional teams.

Responsibilities

• Monitor service desk queues to detect spikes indicating outages.
• Review alerts to filter false positives before incident workflow.
• Interview business units to map scope and financial impact.
• Tag major incidents with P1/P2 urgency and categories.
• Trigger Major Incident Management workflow on threshold breaches.
• Join crisis bridges to provide updates with technical teams.
• Apply pre-approved workarounds or failover mechanisms.
• Conduct smoke tests and user acceptance tests before closure.
• Broadcast status updates to users and leadership.
• Escalate to third-party vendors and track SLAs.
• Package diagnostics for Level 3 engineering escalation.
• Maintain minute-by-minute chronology of actions.
• Provide data for PIR and Problem Management records.

Skills

Incident Detection & Front-Line Triage

Pattern Recognition

Alert Validation

Impact Assessment

Ticket Categorization

Process Activation

War Room Participation

Workaround Deployment

Validation Testing

Stakeholder Notification

Vendor Coordination

L3 Escalation

Chronology Tracking

PIR Contribution

Job description

Job Responsibilities

• Pattern Recognition: Monitor incoming service desk queues to spot sudden spikes in identical user complaints, indicating a potential widespread system outage.
• Alert Validation: Review automated infrastructure and application alerts to filter out false positives before triggering the major incident workflow.
• Impact Assessment: Interview affected business units quickly to map out the scope, user count, and financial implications of an ongoing disruption.
• Ticket Categorization: Ensure all major incident tickets are accurately tagged with the correct high-priority urgency (P1/P2) and functional categories.
• Process Activation: Initiate the formal Major Incident Management (MIM) workflow immediately upon identifying breaches of critical service-level thresholds.
• War Room Participation: Join live technical crisis bridges to provide real-time updates and collaborate dynamically with cross-functional technical teams.
• Workaround Deployment: Apply pre-approved temporary workarounds or failover mechanisms to restore business continuity ahead of a permanent fix.
• Validation Testing: Conduct comprehensive smoke tests and user acceptance testing to confirm the systems are fully operational before closing the incident.
• Stakeholder Notification: Broadcast standardized, jargon-free status updates to impacted end-users and executive leadership at regular intervals.
• Vendor Coordination: Escalate tickets to third-party providers or external software vendors and track their progress against strict contractual SLAs.
• L3 Escalation: Package all technical diagnostic data, logs, and troubleshooting steps neatly when escalating unresolved issues to Level 3 engineering teams.
• Chronology Tracking: Maintain a meticulous, minute-by-minute timeline of technical actions taken, system behaviors, and milestones throughout the live incident lifecycle.
• PIR Contribution: Provide technical root-cause data and timeline logs to the Major Incident Manager for the formal Post-Incident Review (PIR) and Problem Management records.

Key Responsibilities

NA

Skill Requirements

• Incident Detection & Front-Line Triage
• Pattern Recognition: Monitor incoming service desk queues to spot sudden spikes in identical user complaints, indicating a potential widespread system outage.
• Alert Validation: Review automated infrastructure and application alerts to filter out false positives before triggering the major incident workflow.
• Impact Assessment: Interview affected business units quickly to map out the scope, user count, and financial implications of an ongoing disruption.
• Ticket Categorization: Ensure all major incident tickets are accurately tagged with the correct high-priority urgency (P1/P2) and functional categories.
• Process Activation: Initiate the formal Major Incident Management (MIM) workflow immediately upon identifying breaches of critical service-level thresholds.
• War Room Participation: Join live technical crisis bridges to provide real-time updates and collaborate dynamically with cross-functional technical teams.
• Workaround Deployment: Apply pre-approved temporary workarounds or failover mechanisms to restore business continuity ahead of a permanent fix.
• Validation Testing: Conduct comprehensive smoke tests and user acceptance testing to confirm the systems are fully operational before closing the incident.
• Stakeholder Notification: Broadcast standardized, jargon-free status updates to impacted end-users and executive leadership at regular intervals.
• Vendor Coordination: Escalate tickets to third-party providers or external software vendors and track their progress against strict contractual SLAs.
• L3 Escalation: Package all technical diagnostic data, logs, and troubleshooting steps neatly when escalating unresolved issues to Level 3 engineering teams.
• Chronology Tracking: Maintain a meticulous, minute-by-minute timeline of technical actions taken, system behaviors, and milestones throughout the live incident lifecycle.
• PIR Contribution: Provide technical root-cause data and timeline logs to the Major Incident Manager for the formal Post-Incident Review (PIR) and Problem Management records.

Other Requirements

• Incident Detection & Front-Line Triage
• Pattern Recognition: Monitor incoming service desk queues to spot sudden spikes in identical user complaints, indicating a potential widespread system outage.
• Alert Validation: Review automated infrastructure and application alerts to filter out false positives before triggering the major incident workflow.
• Impact Assessment: Interview affected business units quickly to map out the scope, user count, and financial implications of an ongoing disruption.
• Ticket Categorization: Ensure all major incident tickets are accurately tagged with the correct high-priority urgency (P1/P2) and functional categories.
• Process Activation: Initiate the formal Major Incident Management (MIM) workflow immediately upon identifying breaches of critical service-level thresholds.
• War Room Participation: Join live technical crisis bridges to provide real-time updates and collaborate dynamically with cross-functional technical teams.
• Workaround Deployment: Apply pre-approved temporary workarounds or failover mechanisms to restore business continuity ahead of a permanent fix.
• Validation Testing: Conduct comprehensive smoke tests and user acceptance testing to confirm the systems are fully operational before closing the incident.
• Stakeholder Notification: Broadcast standardized, jargon-free status updates to impacted end-users and executive leadership at regular intervals.
• Vendor Coordination: Escalate tickets to third-party providers or external software vendors and track their progress against strict contractual SLAs.
• L3 Escalation: Package all technical diagnostic data, logs, and troubleshooting steps neatly when escalating unresolved issues to Level 3 engineering teams.
• Chronology Tracking: Maintain a meticulous, minute-by-minute timeline of technical actions taken, system behaviors, and milestones throughout the live incident lifecycle.
• PIR Contribution: Provide technical root-cause data and timeline logs to the Major Incident Manager for the formal Post-Incident Review (PIR) and Problem Management records.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.