Engineer - Critical Incident Management at HCLTech (Madurai) | Apply Now

Job Summary

The Critical Incident Management (CIM) L1 Analyst is responsible for identifying, logging, monitoring, and coordinating critical (P1/P2) incidents to ensure timely restoration of services. The role involves initial incident assessment, stakeholder communication, bridge coordination, escalation management, and adherence to ITIL-based Incident Management processes.

Key Responsibilities

Incident Management

• Monitor incident queues and major incident alerts.
• Perform initial assessment and severity classification of incidents.
• Identify and declare Major/Critical Incidents based on predefined criteria.
• Initiate and manage conference bridges for P1/P2 incidents.
• Ensure accurate incident documentation and tracking throughout the incident lifecycle.

Communication & Coordination

• Send timely notifications and status updates to stakeholders.
• Coordinate with technical resolver groups, service owners, and vendors.
• Maintain incident communication cadence during major incidents.
• Escalate incidents as per the escalation matrix.

Monitoring & Reporting

• Monitor critical infrastructure and application alerts.
• Track incident progress against SLA commitments.
• Prepare incident timelines and closure summaries.
• Support generation of daily, weekly, and monthly incident reports.

Process Compliance

• Follow ITIL Incident Management standards.
• Ensure proper ticket categorization and prioritization.
• Support post-incident review and RCA data collection.
• Maintain audit-ready documentation for critical incidents.

Skill Requirements

Technical Skills

• Basic understanding of IT Infrastructure (Windows, Linux, Network, Cloud).
• Knowledge of ServiceNow or similar ITSM tools.
• Familiarity with monitoring tools and alert management.
• Understanding of ITIL Incident and Major Incident Management processes.

Soft Skills

• Strong communication and stakeholder management skills.
• Ability to work under pressure during critical situations.
• Analytical and problem-solving mindset.
• Good coordination and multitasking abilities.
• Willingness to work in 24x7 rotational shifts.

Preferred Certifications

• ITIL Foundation
• ServiceNow Fundamentals
• Major Incident Management Training (Preferred)

Other Requirements

Technical Skills

• Basic understanding of IT Infrastructure (Windows, Linux, Network, Cloud).
• Knowledge of ServiceNow or similar ITSM tools.
• Familiarity with monitoring tools and alert management.
• Understanding of ITIL Incident and Major Incident Management processes.

Soft Skills

• Strong communication and stakeholder management skills.
• Ability to work under pressure during critical situations.
• Analytical and problem-solving mindset.
• Good coordination and multitasking abilities.
• Willingness to work in 24x7 rotational shifts.

Preferred Certifications

• ITIL Foundation
• ServiceNow Fundamentals
• Major Incident Management Training (Preferred)