{"id":4175839,"url":"https://alion.io/job/hcltech-process-manager-18","title":"Process Manager","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Greater Noida, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false}],"status":"live","first_seen_at":"2026-11-12T16:00:31Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-13T21:13:56Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Summary\nMajor Incident Manager\nRole Summary\nThe Major Incident Manager is responsible for governing and coordinating the end-to\u0002end Major Incident Management (MIM) process for high-severity incidents that\nsignificantly impact business operations. The role ensures rapid service restoration\nthrough structured stakeholder engagement, real-time incident governance, decision\noversight, and adherence to established operational processes.\nThe Major Incident Manager provides 24x7 lifecycle control, coordinates cross\u0002functional teams, drives effective communication, and leads post-incident reviews to\nimprove service resilience and prevent recurrence\nKey Responsibilities\ney Responsibilities\n1. Major Incident Governance & Lifecycle Management\nDrive the end-to-end Major Incident lifecycle in accordance with defined\nprocesses and operating frameworks.\nValidate incident severity, progression, escalation paths, and closure readiness.\nEnsure structured execution across all phases of the incident lifecycle.\nGovern incident timelines, SLA compliance, and restoration objectives.\nMaintain process adherence and operational governance throughout incident\nresolution.\n2. 24x7 Incident Coordination & Service Restoration\nMonitor, triage, and manage high-severity incidents on a 24x7 basis.\nMobilize and coordinate technical, operational, and business teams during\ncritical incidents.\nConduct and manage incident bridge calls to facilitate rapid resolution.\nDrive structured escalation management and controlled decision-making.\nEnsure timely restoration of services while minimizing business impact.\n3. Stakeholder Communication & Governance\nCoordinate engagement with all relevant stakeholders throughout the incident\nlifecycle.\nDeliver accurate, timely, and consistent status communications.\nClassification: Internal\nManage executive, customer, and operational communications during major\nincidents.\nPublish incident reports, updates, and resolution summaries.\nEnsure communication standards and governance requirements are\nconsistently followed.\n4. Resolution Oversight & Decision Management\nReview and validate workaround and resolution strategies.\nEnsure resolution actions align with operational, business, and risk management\nrequirements.\nFacilitate collaboration between cross-functional teams to remove blockers and\naccelerate recovery.\nProvide governance and oversight for critical decisions during incident\nmanagement activities.\nTrack and govern action plans until service restoration is achieved.\n5. Shift Handover & Operational Continuity\nConduct structured shift handovers to maintain 24x7 incident management\ncontinuity.\nEnsure comprehensive briefing on:\no Incident status and current severity\no Business impact assessment\no Actions completed and ongoing activities\no Workaround and resolution progress\no Pending tasks and next steps\no Risks, dependencies, and escalation points\nEnsure explicit ownership transfer and accountability for all open actions.\nValidate handover completeness through standardized templates, incident logs,\nand bridge notes.\nPerform handover reviews to confirm understanding of priorities, action plans,\nand communication cadence.\n6. Post-Incident Review & Continuous Improvement\nClassification: Internal\nLead and govern Major Incident Reviews (MIR) and Post-Incident Reviews (PIR).\nAnalyze incident trends, Root Cause Analysis (RCA) findings, and SLA\nperformance.\nIdentify corrective and preventive improvement opportunities.\nTrack implementation of improvement actions through closure.\nDrive continuous improvement initiatives to enhance service stability and\noperational resilience.\nSkill Requirements\nKey Deliverables\nMajor Incident governance and lifecycle management.\nHigh-severity incident coordination and service restoration.\nExecutive and stakeholder communication management.\nIncident bridge management and escalation coordination.\nShift handover governance and operational continuity.\nMIR/PIR facilitation and follow-up actions.\nSLA compliance reporting and service improvement recommendations.\nRequired Skills & Competencies\nStrong Major Incident Management and IT Service Management (ITSM) expertise.\nKnowledge of ITIL Incident and Major Incident Management processes.\nExcellent stakeholder management and communication skills.\nStrong crisis management and decision-making abilities.\nExperience coordinating cross-functional technical teams.\nAbility to manage high-pressure situations and critical business-impacting\nincidents.\nStrong analytical, governance, and reporting capabilities.\nExperience conducting post-incident reviews and driving continuous\nimprovement initiatives.\nOperating Model\nClassification: Internal\n24x7 operational support model.\nStructured shift handovers with formal governance checkpoints.\nContinuous stakeholder engagement throughout incident resolution.\nEnd-to-end oversight from incident initiation through closure and post-incident\nreview\nOther Requirements","description_format":"text","description_chars":4941,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Managed IT Services (MSP)","Systems Integrators","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-11-12T16:00:31Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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