Major Incident Manager (L3) | HCLTech | Lucknow

HCL Technologies Limited; Lucknow; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

HCLTech in Lucknow seeks an experienced Major Incident Manager (L3) to own end‑to‑end critical incident management, bridge calls, and post‑incident reviews. You will drive P1/P2 resolutions with cross‑functional teams, manage escalations, and lead RCA/Problem and Change processes to ensure high availability and rapid restoration of services.

The role requires 8+ years in IT service management within large enterprise environments, ITIL/ITSM mastery, and hands‑on ServiceNow expertise, with a

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Business Administration, or a related technical discipline.

Responsibilities

• Take ownership of end-to-end major incident management, bridge-call leadership, and post-incident reviews.
• Drive P1/P2 incident resolution with cross-functional engineering squads and executive communications.
• Coordinate escalations, RCA, and Problem/Change Management processes.
• Utilize ServiceNow to track incidents, manage command center operations, and ensure SLA adherence.
• Contribute to 24×7 rotational shifts and maintain comprehensive incident documentation.

Skills

Major Incident Management

ITIL / ITSM

ServiceNow

Bridge/War Room leadership

Executive stakeholder communication

Cross-functional coordination

24x7 shift readiness

Leadership

Education

Bachelor’s or Master’s in CS/IT/related

Tools

ServiceNow

Job description

Position Summary

HCLTech is seeking an experienced, highly technical, and accomplished Major Incident Manager (L3) with 8+ years of professional IT service management, major incident governance, and critical operations experience to join our client engagement team on a full-time, permanent basis in Lucknow (operating on a 24×7 rotational support shift). In this specialized IT service management and incident leadership role, you will spearhead driving the resolution of critical business-impacting incidents, managing P1/P2 major outages, leading bridge calls, and governing problem and change management processes. You will work closely with cross-functional technical teams, enterprise leadership, and stakeholder groups to guarantee high availability, rapid restoration of services, and rigorous root-cause analysis. Ideal candidates bring a robust academic degree in computer science or IT, deep practical mastery of ITIL frameworks, ServiceNow, war room management, and immediate availability for deployment in Lucknow.

Detailed Job Description

As a Major Incident Manager (L3) at HCLTech in Lucknow, you will take full ownership of end-to-end major incident management, bridge call leadership, executive stakeholder communications, and post-incident reviews. Your day-to-day responsibilities encompass driving P1/P2 critical incidents to resolution, coordinating cross-functional technical engineering squads, managing escalations, conducting Root Cause Analysis (RCA) and Problem Management, and reviewing change management processes. You will utilize ServiceNow to track incident lifecycles, manage command center operations, drive service improvements, and ensure strict adherence to enterprise SLAs during 24×7 rotational shifts. Working in a fast-paced enterprise IT infrastructure environment, you will drive operational excellence and service reliability.

Key Responsibilities

• Drive and manage P1 and P2 critical business-impacting incidents end-to-end through rapid triage and resolution lifecycles.
• Lead technical bridge calls, coordinate cross-functional engineering squads, and orchestrate war room operations.
• Handle stakeholder and executive leadership communications during major service outages and critical infrastructure disruptions.
• Manage operational escalations, bridge communication gaps, and ensure timely incident resolution aligned with enterprise SLAs.
• Conduct rigorous Root Cause Analysis (RCA), Problem Management investigations, and comprehensive Post Incident Reviews (PIR).
• Review, evaluate, and support Change Management processes to prevent unauthorized changes and minimize service risks.
• Drive continuous service improvements, operational excellence initiatives, and incident management process optimizations.
• Utilize ServiceNow IT Service Management platforms for incident tracking, problem logging, and knowledge base maintenance.
• Participate in 24×7 rotational support shifts, command center oversight, and high-availability operational monitoring.
• Maintain comprehensive technical documentation, incident audit logs, executive summary reports, and problem tickets.

Required Qualifications & Skills

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Business Administration, or a related technical discipline.
• Minimum 8+ years of professional IT service management experience with demonstrated expertise in Major Incident Management (MIM) within large enterprise environments.
• Deep technical proficiency in ITIL / ITSM frameworks and enterprise ServiceNow modules.
• Strong practical experience managing Problem Management, Change Management, RCA, and incident governance workflows.
• Proven leadership capabilities in Command Center / War Room management and cross-functional technical team coordination.
• Exceptional stakeholder management and executive communication skills with the ability to brief senior leadership during crises.
• Strong understanding of enterprise infrastructure, applications, and IT operations in process-driven environments.
• Professional availability for full-time employment in Lucknow on a 24×7 rotational shift schedule (Application email: [e-mail]).

Nice-to-Have Skills

• Professional certifications such as ITIL Expert / Managing Professional (MP), ServiceNow Certified Implementation Specialist (CIS-ITSM), or PMP.
• Prior working experience in global IT service providers, telecommunications carriers, or multinational technology enterprises.
• Hands-on experience with automated incident alerting tools, observability platforms (Datadog, Splunk, Dynatrace), and PagerDuty.
• Advanced knowledge of cloud infrastructure (AWS, Azure) and enterprise network operations.
• Bilingual proficiency in English and regional languages.

Salary & Compensation

Salary/Rate: Competitive and commensurate with experience

Deadline: Open until filled

Notice Period: Immediate joiners preferred

Contract Duration: Permanent / Full-Time (Lucknow – 24×7 Rotational Support)

Recruitment Pro Tip

When applying for senior Major Incident Manager roles at HCLTech, ensure your resume explicitly highlights your P1/P2 bridge management scale, ITIL certification credentials, and executive communication track record during high-pressure outages.