SeniorAdministrator - Critical Incident Management

HCL Technologies Limited; Greater Noida; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

HCLTech is seeking a Senior Administrator - Critical Incident Management in India to lead Major Incident Management for Priority 1 and Priority 2 incidents. You will run the live execution, drive the bridge, and keep all stakeholders informed on the agreed cadence until service is restored.

The role requires 4+ years in a 24x7 incident environment, strong multi-supplier coordination, and mastery of incident prioritisation, escalation and known error handling.

Qualifications

• 4+ years as major incident manager, bridge coordinator or critical incident lead in a 24x7 environment.
• Ability to control a multi-supplier bridge under pressure and hold suppliers to committed actions.
• Command of Incident prioritisation matrices, escalation matrices and Known Error / workaround practice.
• Fluent professional English; available for on-call rotation.

Responsibilities

• Monitor Incident queues to ensure P1 and P2 Incidents are assigned, coordinated, progressed and resolved in alignment with the defined Major Incident Management process.
• Activate Major Incident communication and coordination processes involving all SIAM stakeholders, Client internal and external, on a 24x7 basis.
• Convene and chair Major Incident bridges; recommend release of participating suppliers from the bridge subject to agreed process governance.
• Support resolution of Priority disputes for P1 and P2 by agreement of the Parties, applying the most severe requested Priority where agreement cannot be reached.
• Provide periodic status communications per the Major Incident process, with frequency determined by the Priority of the Incident, and communicate resolution and closure to relevant stakeholders.
• Apply the agreed escalation procedures — Priority level, location and affected User count, elapsed time before Priority escalation, and levels of supplier and Client management involvement.
• Coordinate with the relevant SIAM Supplier to ensure adequate progress on the queues; elevate outstanding Major Incidents to supplier management as necessary.
• Generate Requests for Change where needed to implement workarounds, raise Problem records from Incidents, and capture the full activity timeline for post-incident analysis.

Skills

Major incident management

Bridge coordination

Incident prioritisation

English communication

Escalation management

Education

ITIL 4 Foundation

Tools

BMC Helix ITSM

Job description

SeniorAdministrator - Critical Incident Management SeniorAdministrator - Critical Incident Management India Job Description SeniorAdministrator - Critical Incident Management Gautam Buddha Nagar, Uttar Pradesh

Job Summary

SIAM Major Incident Management Execution Coordinator Role code: SIAM_MIM_L2 | Level 2 | Service Integration and Management (SIAM Lite) Reports to Service window Interfaces SIAM MIM Governance Lead (SIAM_MIM_L3) 24x7 for Major Incident communication and coordination Location Scope boundary HCLTech India Major Incident Management (P1 and P2) only Client SIAM function · SIAM Suppliers · internal & external stakeholders ROLE PURPOSE Scope ref. Annex 2 §5.2.2 Runs the live execution of Major Incident Management for Priority 1 and Priority 2 Incidents. Drives the bridge, keeps every stakeholder informed on the agreed cadence, and holds the SIAM Suppliers to progress until service is restored

Key Responsibilities

KEY RESPONSIBILITIES – CONTRACTUAL SCOPE

• Monitor Incident queues to ensure P1 and P2 Incidents are assigned, coordinated, progressed and resolved in alignment with the defined Major Incident Management process (§5.2.2).
• Activate Major Incident communication and coordination processes involving all SIAM stakeholders, Client internal and external, on a 24x7 basis.
• Convene and chair Major Incident bridges; recommend release of participating suppliers from the bridge subject to agreed process governance.
• Support resolution of Priority disputes for P1 and P2 by agreement of the Parties, applying the most severe requested Priority where agreement cannot be reached.
• Provide periodic status communications per the Major Incident process, with frequency determined by the Priority of the Incident, and communicate resolution and closure to relevant stakeholders.
• Apply the agreed escalation procedures — Priority level, location and affected User count, elapsed time before Priority escalation, and levels of supplier and Client management involvement.
• Coordinate with the relevant SIAM Supplier to ensure adequate progress on the queues; elevate outstanding Major Incidents to supplier management as necessary.
• Generate Requests for Change where needed to implement workarounds, raise Problem records from Incidents, and capture the full activity timeline for post-incident analysis.

SERVICE LEVELS DRIVEN BY THE ROLE REF INDICATOR REQUIREMEN

Skill Requirements

SKILLS & EXPERIENCE ESSENTIAL

• 4+ years as major incident manager, bridge coordinator or critical incident lead in a 24x7 environment.
• Ability to control a multi-supplier bridge under pressure and hold suppliers to committed actions.
• Command of Incident prioritisation matrices, escalation matrices and Known Error / workaround practice.
• BMC Helix ITSM; clear, concise executive-level written communication.
• Fluent professional English; available for on-call rotation.

ROLE NOTES DESIRABLE

• ITIL 4 Foundation or Managing Professional.
• Experience in a SIAM or multi-supplier integration tower.
• Problem Management and post-incident review facilitation experience.
• Familiarity with emergency change processes.

SIAM scope under this Agreement is deliberately limited to Major Incident Management (P1/P2) and Change Management. Reporting across other SIAM processes and overall Service Level Management remains with the Client SIAM function. Aligned to: Solvay ONEDESK - EUS Service Tower 2.0 | Annex 2 Services | Attachment 2-A Scope | Attachment 2-D Delivery Model | Attachment 3-B Service Level Matri

Other Requirements

Other Requirement : SIAM_MIM_L2 Information at a Glance

Why HCLTech?

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 2026totaled $14.8billion.

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