Critical Incident Manager is responsible for leading and coordinating the resolution of high-priority (P1/P2) incidents that impact business services. The role ensures rapid restoration of services, effective stakeholder communication, and adherence to SLA/KPI commitments, while driving continuous improvement in incident management processes.
Core Technical / Functional Skills Strong Critical Incident / Major Incident Management experience ITIL process knowledge (Incident, Problem, Change) Experience with tools like: ServiceNow / ServiceHub Monitoring tools (SolarWinds, MoogSoft, etc.) Understanding of infrastructure (network, servers, applications), 🔹 Operational Skills SLA/KPI management and reporting Incident prioritization & escalation handling Command center / global operations experience Vendor and cross-team coordination, Additional (Good to Have) Experience in 24x7 support environments Knowledge of automation / AIOps tools Continuous improvement and process optimization mindset
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HCLTech is a global technology company, home to more than 226,600 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 September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
