Senior Global Major Incident Manager

HCLTech; Jacksonville (FL); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Hybrid work model

Medical insurance

Dental and vision benefits

401(k) retirement plan

Paid time off 10 days

10 paid holidays per year

Job summary

HCLTech is seeking an experienced Regional Lead – Major Incident Management (US) to oversee the management, coordination, and resolution of critical IT incidents within the US region. This role is the primary escalation point for high-impact incidents and leads major incident response in a fast-paced, mission-critical environment.

You will drive incident resolution, mentor the regional Major Incident Management team, and collaborate with global stakeholders to ensure ITIL processes, governance,

Qualifications

• Experience leading a Major Incident Management team in a large enterprise.
• Strong knowledge of ITIL, including Incident, Change, and Knowledge Management.
• Proven leadership and executive communication with global stakeholders.

Responsibilities

• Lead and coordinate resolution of high-severity IT incidents to restore services quickly.
• Serve as primary escalation point for major incidents during US business hours.
• Ensure incidents follow established processes and controls.
• Drive incident bridge calls and coordinate cross-functional technical teams.
• Communicate status to senior leadership throughout incident lifecycles.
• Mentor and develop the regional Major Incident Management team.
• Participate in after-hours weekend escalation rotations.

Skills

Major Incident Management

ITIL processes

Stakeholder management

Executive communication

Leadership

Problem solving

Education

ITIL Foundation Certification

Job description

HCLTech is seeking an experienced Regional Lead – Major Incident Management (US) to oversee the management, coordination, and resolution of critical IT incidents within the US region. This role is the primary escalation point for high-impact incidents and leads major incident response in a fast-paced, mission-critical environment.

You will drive incident resolution, mentor the regional Major Incident Management team, and collaborate with global stakeholders to ensure ITIL processes, governance,