ITSM Lead: Major Incident & 24x7 Infra Ops

HCLTech; Chicago (IL); On-site; USD 88,000 - 159,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Pharmacy benefits

Life insurance

AD&D insurance

Disability insurance

Employee assistance program

401(k) retirement plan

Paid time off

Paid holidays

Job summary

HCLTech in Chicago, IL seeks an experienced ITSM Lead to own Major Incident Management, Service Management Governance, and Operational Excellence across a large-scale enterprise infrastructure. This role requires collaboration with Network, Data Center, Cloud, and Infrastructure Operations teams to ensure 24x7 managed services delivery.

The candidate should have extensive experience in Major Incident Management, ITSM operations, and cloud environments (Azure & AWS).

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related discipline.
• 15+ years of UNIX/Linux administration, technical support, infrastructure operations, or related areas.
• Experience leading Integrated Operations Center (IOC) or similar 24x7 operational environments.
• Strong experience in Major Incident Management and ITSM operations.

Responsibilities

• Lead Major Incident Management (P1/P2) and drive rapid service restoration during critical outages.
• Coordinate incident resolution across Network, Data Center, Cloud, Security, and Infrastructure teams.
• Drive ITIL processes including Incident, Problem, Change, Event, and Service Level Management.
• Lead customer governance reviews, operational reviews, and service improvement initiatives.
• Manage escalations, executive communications, and stakeholder engagement during service disruptions.
• Drive Root Cause Analysis (RCA), Problem Management, and continuous service improvement.
• Establish operational governance and performance reporting for managed services delivery.
• Partner with Tools Engineering and Operations teams to improve observability, event management, and operational automation.

Skills

ITIL Service Management

Change Management

Service Governance

Event Management

Operational Excellence

Cloud Operations (Azure & AWS)

Observability & Monitoring Tools

Automation & Operational Integration

Executive Communication & Customer Mg

Education

Bachelor's degree in CS/IT/Engineering

Tools

Azure

AWS

Job description

HCLTech in Chicago, IL seeks an experienced ITSM Lead to own Major Incident Management, Service Management Governance, and Operational Excellence across a large-scale enterprise infrastructure. This role requires collaboration with Network, Data Center, Cloud, and Infrastructure Operations teams to ensure 24x7 managed services delivery.

The candidate should have extensive experience in Major Incident Management, ITSM operations, and cloud environments (Azure & AWS).