Track Lead - Critical Incident Management

Job Summary

The Critical Incident Manager is responsible for leading the end-to-end management of P1/Critical and high-impact P2 incidents, ensuring rapid service restoration, effective stakeholder communication, appropriate technical engagement, and disciplined post-incident follow-up. The role acts as the central command point during major incidents, coordinating infrastructure, cloud, network, application, cybersecurity, database, vendor, and service-management teams.

Key Responsibilities

Critical / Major Incident Management Take ownership of P1/Critical and major business-impacting incidents from declaration through service restoration and closure. Establish and lead technical incident bridge/war-room calls. Engage appropriate resolver groups, SMEs, vendors, and leadership teams. Establish incident severity, business impact, affected services, and restoration priorities. Drive troubleshooting activities while maintaining focus on the fastest safe restoration of business services. Ensure appropriate escalation when progress, ownership, or technical engagement is insufficient. Maintain accurate incident timelines, decisions, actions, and restoration records. Stakeholder & Executive Communication Provide clear and timely incident communications to customer stakeholders and HCLTech leadership. Translate complex technical issues into concise business-impact and executive-level updates. Maintain communication cadence throughout critical incidents. Coordinate communications between technical teams, service owners, application owners, business stakeholders, and vendors. Prepare final incident summaries and management communications. Post-Incident Management Facilitate post-incident reviews for critical incidents. Coordinate with Problem Management and technical teams for Root Cause Analysis (RCA). Track corrective and preventive actions to closure. Identify recurring incident patterns and opportunities for permanent remediation. Capture lessons learned and recommend improvements to operational processes, monitoring, automation, and support models. Governance & Service Improvement Ensure adherence to ITIL-based Incident and Major Incident Management processes. Monitor major incident KPIs such as MTTA, MTTR, recurrence, communication effectiveness, and action closure. Identify process gaps and drive continual service improvement. Support incident trend reviews and operational governance meetings. Participate in service reviews and present major incident trends, risks, and improvement actions. Cross-Functional Coordination Coordinate teams across technologies including: Windows/Linux AWS/Azure Network VMware Storage & Backup Database Middleware IAM Cybersecurity Application Support Observability/Monitoring Coordinate with third-party vendors and technology OEMs where required. Work effectively across global delivery teams and multiple time zones.

Skill Requirements

Required Skills Strong experience in Major/Critical Incident Management Excellent understanding of ITIL Incident, Problem and Change Management Strong command-and-control capability during high-pressure incidents Ability to understand infrastructure, cloud, application, network, and security technologies at a functional level Strong analytical and problem-solving skills Excellent executive communication and stakeholder-management skills Experience facilitating technical bridge calls with multiple resolver groups Strong understanding of RCA methodologies Experience with ServiceNow or equivalent ITSM platform Knowledge of monitoring/observability platforms such as Splunk, Dynatrace, AppDynamics, Datadog, SolarWinds, Azure Monitor, or AWS CloudWatch Strong documentation, reporting, and presentation skills

Other Requirements

Experience 8–12+ years of overall IT/ITSM experience. Approximately 4+ years of strong Major/Critical Incident Management experience preferred. Experience managing business-critical incidents in large enterprise environments. Experience working within global managed-services delivery models. Pharma/Life Sciences or another regulated-industry background is preferred for regulated customer accounts. Preferred Certifications ITIL 4 Foundation / ITIL Managing Professional PMP or PRINCE2 beneficial ServiceNow certification beneficial Relevant Cloud/Infrastructure certification advantageous Key Competencies Crisis leadership and composure Decision making under pressure Strong ownership and accountability Executive communication Technical coordination Stakeholder management Conflict resolution Analytical thinking Structured problem solving Customer