Global Major Incident Manager – US Lead

HCL Technologies Limited; Jacksonville (FL); Hybrid; USD 120.000 - 180.000; Vollzeit

Benefits dieser Stelle

Hybrid work model (office and remote)}

Zusammenfassung

HCL Technologies Limited in Jacksonville seeks an experienced Regional Lead – Major Incident Management (US) to oversee critical IT incidents within the US region. You will drive major incident responses, coordinate incident bridging calls, and partner with global teams to ensure adherence to ITIL processes and governance.

This role operates in a follow-the-sun model with 24x7x365 coverage, requiring strong leadership, executive communication, and the ability to manage distributed teams during

Qualifikationen

• Advanced experience managing a Major Incident Management team in a large enterprise.
• Strong knowledge of ITIL processes, including Incident, Change, and Knowledge Management.
• Experience leading cross-functional teams during critical incident situations.
• Strong stakeholder management and executive communication skills.
• Ability to assess high-pressure situations and drive rapid incident resolution.
• Experience managing globally distributed teams and stakeholders.
• Excellent analytical, troubleshooting, and problem-solving abilities.

Aufgaben

• Lead and coordinate the resolution of high-severity IT incidents to restore services quickly.
• Act as primary senior escalation point for major incidents during US business hours.
• Ensure incidents follow established processes, procedures, and controls.
• Drive incident bridges and coordinate technical teams during outages.
• Provide timely communications to senior leadership throughout incident lifecycle.
• Lead, mentor, and develop regional Major Incident Management team.
• Manage team performance, objectives, and professional development.
• Participate in weekend on-call management escalation rotations.

Kenntnisse

Major Incident Management

ITIL processes

Stakeholder management

Executive communication

Leadership

Mentoring

Problem solving

Ausbildung

ITIL Foundation or Advanced ITIL Certification

Jobbeschreibung

HCL Technologies Limited in Jacksonville seeks an experienced Regional Lead – Major Incident Management (US) to oversee critical IT incidents within the US region. You will drive major incident responses, coordinate incident bridging calls, and partner with global teams to ensure adherence to ITIL processes and governance.

This role operates in a follow-the-sun model with 24x7x365 coverage, requiring strong leadership, executive communication, and the ability to manage distributed teams during