CRITICAL INCIDENT MANAGER 24x7 monitoring and management support for in-scope infrastructure Handle escalations and assist in creation of RCAs Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk/DC OPs and any other Technology Tracks Use the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties Authorize any IVR message updates for Service Desk/DC OPs Work with all stakeholders to identify the workaround or resolution for the Incident Act as a trigger for the critical incident management process by involving the technical & incident management team. Set expectations of all stakeholders about the timelines and permissions required for the resolution Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved Initiate Emergency Changes if required, mobilize cross functional teams, External Vendors and obtain approvals for the mitigation actions from all stakeholders Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the Services have returned to their normal state Open Problem Tickets as per Problem Management Policy and Procedures Document in retrospect, the actions taken, learning and approvals in the service Management tools Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures.
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CRITICAL INCIDENT MANAGER 24x7 monitoring and management support for in-scope infrastructure Handle escalations and assist in creation of RCAs Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk/DC OPs and any other Technology Tracks Use the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties Authorize any IVR message updates for Service Desk/DC OPs Work with all stakeholders to identify the workaround or resolution for the Incident Act as a trigger for the critical incident management process by involving the technical & incident management team. Set expectations of all stakeholders about the timelines and permissions required for the resolution Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved Initiate Emergency Changes if required, mobilize cross functional teams, External Vendors and obtain approvals for the mitigation actions from all stakeholders Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the Services have returned to their normal state Open Problem Tickets as per Problem Management Policy and Procedures Document in retrospect, the actions taken, learning and approvals in the service Management tools Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures.
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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.
