{"id":1223638,"url":"https://alion.io/job/hcltech-sr-engineer-support-operations","title":"Sr Engineer (Support & Operations)","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"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":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-09-25T13:03:49Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-09-25T20:33:25Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Summary\nIncident Detection & Front-Line Triage\nPattern Recognition: Monitor incoming service desk queues to spot sudden spikes in identical user complaints, indicating a potential widespread system outage.\nAlert Validation: Review automated infrastructure and application alerts to filter out false positives before triggering the major incident workflow.\nImpact Assessment: Interview affected business units quickly to map out the scope, user count, and financial implications of an ongoing disruption.\nTicket Categorization: Ensure all major incident tickets are accurately tagged with the correct high-priority urgency (P1/P2) and functional categories.\nProcess Activation: Initiate the formal Major Incident Management (MIM) workflow immediately upon identifying breaches of critical service-level thresholds.\nWar Room Participation: Join live technical crisis bridges to provide real-time updates and collaborate dynamically with cross-functional technical teams. Service Restoration & Remediation\nWorkaround Deployment: Apply pre-approved temporary workarounds or failover mechanisms to restore business continuity ahead of a permanent fix.\nValidation Testing: Conduct comprehensive smoke tests and user acceptance testing to confirm the systems are fully operational before closing the incident. Communication, Collaboration & Post-Incident Actions\nStakeholder Notification: Broadcast standardized, jargon-free status updates to impacted end-users and executive leadership at regular intervals.\nVendor Coordination: Escalate tickets to third-party providers or external software vendors and track their progress against strict contractual SLAs.\nL3 Escalation: Package all technical diagnostic data, logs, and troubleshooting steps neatly when escalating unresolved issues to Level 3 engineering teams.\nChronology Tracking: Maintain a meticulous, minute-by-minute timeline of technical actions taken, system behaviors, and milestones throughout the live incident lifecycle.\nPIR Contribution: Provide technical root-cause data and timeline logs to the Major Incident Manager for the formal Post-Incident Review (PIR) and Problem Management records. Incident Detection & Front-Line Triage\nPattern Recognition: Monitor incoming service desk queues to spot sudden spikes in identical user complaints, indicating a potential widespread system outage.\nAlert Validation: Review automated infrastructure and application alerts to filter out false positives before triggering the major incident workflow.\nImpact Assessment: Interview affected business units quickly to map out the scope, user count, and financial implications of an ongoing disruption.\nTicket Categorization: Ensure all major incident tickets are accurately tagged with the correct high-priority urgency (P1/P2) and functional categories.\nProcess Activation: Initiate the formal Major Incident Management (MIM) workflow immediately upon identifying breaches of critical service-level thresholds.\nWar Room Participation: Join live technical crisis bridges to provide real-time updates and collaborate dynamically with cross-functional technical teams. Service Restoration & Remediation\nWorkaround Deployment: Apply pre-approved temporary workarounds or failover mechanisms to restore business continuity ahead of a permanent fix.\nValidation Testing: Conduct comprehensive smoke tests and user acceptance testing to confirm the systems are fully operational before closing the incident. Communication, Collaboration & Post-Incident Actions\nStakeholder Notification: Broadcast standardized, jargon-free status updates to impacted end-users and executive leadership at regular intervals.\nVendor Coordination: Escalate tickets to third-party providers or external software vendors and track their progress against strict contractual SLAs.\nL3 Escalation: Package all technical diagnostic data, logs, and troubleshooting steps neatly when escalating unresolved issues to Level 3 engineering teams.\nCh\nKey Responsibilities\nNA\nJob Description : Incident Detection & Front-Line Triage\nPattern Recognition: Monitor incoming service desk queues to spot sudden spikes in identical user complaints, indicating a potential widespread system outage.\nAlert Validation: Review automated infrastructure and application alerts to filter out false positives before triggering the major incident workflow.\nImpact Assessment: Interview affected business units quickly to map out the scope, user count, and financial implications of an ongoing disruption.\nTicket Categorization: Ensure all major incident tickets are accurately tagged with the correct high-priority urgency (P1/P2) and functional categories.\nProcess Activation: Initiate the formal Major Incident Management (MIM) workflow immediately upon identifying breaches of critical service-level thresholds.\nWar Room Participation: Join live technical crisis bridges to provide real-time updates and collaborate dynamically with cross-functional technical teams.\nService Restoration & Remediation\nWorkaround Deployment: Apply pre-approved temporary workarounds or failover mechanisms to restore business continuity ahead of a permanent fix.\nValidation Testing: Conduct comprehensive smoke tests and user acceptance testing to confirm the systems are fully operational before closing the incident.\nCommunication, Collaboration & Post-Incident Actions\nStakeholder Notification: Broadcast standardized, jargon-free status updates to impacted end-users and executive leadership at regular intervals.\nVendor Coordination: Escalate tickets to third-party providers or external software vendors and track their progress against strict contractual SLAs.\nL3 Escalation: Package all technical diagnostic data, logs, and troubleshooting steps neatly when escalating unresolved issues to Level 3 engineering teams.\nChronology Tracking: Maintain a meticulous, minute-by-minute timeline of technical actions taken, system behaviors, and milestones throughout the live incident lifecycle.\nPIR Contribution: Provide technical root-cause data and timeline logs to the Major Incident Manager for the formal Post-Incident Review (PIR) and Problem Management records.\nSkill Requirements\nSkill Requirement : Incident Detection & Front-Line Triage\nPattern Recognition: Monitor incoming service desk queues to spot sudden spikes in identical user complaints, indicating a potential widespread system outage.\nAlert Validation: Review automated infrastructure and application alerts to filter out false positives before triggering the major incident workflow.\nImpact Assessment: Interview affected business units quickly to map out the scope, user count, and financial implications of an ongoing disruption.\nTicket Categorization: Ensure all major incident tickets are accurately tagged with the correct high-priority urgency (P1/P2) and functional categories.\nProcess Activation: Initiate the formal Major Incident Management (MIM) workflow immediately upon identifying breaches of critical service-level thresholds.\nWar Room Participation: Join live technical crisis bridges to provide real-time updates and collaborate dynamically with cross-functional technical teams. Service Restoration & Remediation\nWorkaround Deployment: Apply pre-approved temporary workarounds or failover mechanisms to restore business continuity ahead of a permanent fix.\nValidation Testing: Conduct comprehensive smoke tests and user acceptance testing to confirm the systems are fully operational before closing the incident. Communication, Collaboration & Post-Incident Actions\nStakeholder Notification: Broadcast standardized, jargon-free status updates to impacted end-users and executive leadership at regular intervals.\nVendor Coordination: Escalate tickets to third-party providers or external software vendors and track their progress against strict contractual SLAs.\nL3 Escalation: Package all technical diagnostic data, logs, and troubleshooting steps neatly when escalating unresolved issues to Level 3 engineering teams.\nChronology Tracking: Maintain a meticulous, minute-by-minute timeline of technical actions taken, system behaviors, and milestones throughout the live incident lifecycle.\nPIR Contribution: Provide technical root-cause data and timeline logs to the Major Incident Manager for the formal Post-Incident Review (PIR) and Problem Management records. Other Requirement : Incident Detection & Front-Line Triage\nPattern Recognition: Monitor incoming service desk queues to spot sudden spikes in identical user complaints, indicating a potential widespread system outage.\nAlert Validation: Review automated infrastructure and application alerts to filter out false positives before triggering the major incident workflow.\nImpact Assessment: Interview affected business units quickly to map out the scope, user count, and financial implications of an ongoing disruption.\nTicket Categorization: Ensure all major incident tickets are accurately tagged with the correct high-priority urgency (P1/P2) and functional categories.\nProcess Activation: Initiate the formal Major Incident Management (MIM) workflow immediately upon identifying breaches of critical service-level thresholds.\nWar Room Participation: Join live technical crisis bridges to provide real-time updates and collaborate dynamically with cross-functional technical teams. Service Restoration & Remediation\nWorkaround Deployment: Apply pre-approved temporary workarounds or failover mechanisms to restore business continuity ahead of a permanent fix.\nValidation Testing: Conduct comprehensive smoke tests and user acceptance testing to confirm the systems are fully operational before closing the incident. Communication, Collaboration & Post-Incident Actions\nStakeholder Notification: Broadcast standardized, jargon-free status updates to impacted end-users and executive leadership at regular intervals.\nVendor Coordination: Escalate tickets to third-party providers or external software vendors and track their progress against strict contractual SLAs.\nL3 Escalation: Package all technical diagnostic data, logs, and troubleshooting steps neatly when escalating unresolved is\nOther Requirements\nOther Requirement : Incident Detection & Front-Line Triage\nPattern Recognition: Monitor incoming service desk queues to spot sudden spikes in identical user complaints, indicating a potential widespread system outage.\nAlert Validation: Review automated infrastructure and application alerts to filter out false positives before triggering the major incident workflow.\nImpact Assessment: Interview affected business units quickly to map out the scope, user count, and financial implications of an ongoing disruption.\nTicket Categorization: Ensure all major incident tickets are accurately tagged with the correct high-priority urgency (P1/P2) and functional categories.\nProcess Activation: Initiate the formal Major Incident Management (MIM) workflow immediately upon identifying breaches of critical service-level thresholds.\nWar Room Participation: Join live technical crisis bridges to provide real-time updates and collaborate dynamically with cross-functional technical teams. Service Restoration & Remediation\nWorkaround Deployment: Apply pre-approved temporary workarounds or failover mechanisms to restore business continuity ahead of a permanent fix.\nValidation Testing: Conduct comprehensive smoke tests and user acceptance testing to confirm the systems are fully operational before closing the incident. Communication, Collaboration & Post-Incident Actions\nStakeholder Notification: Broadcast standardized, jargon-free status updates to impacted end-users and executive leadership at regular intervals.\nVendor Coordination: Escalate tickets to third-party providers or external software vendors and track their progress against strict contractual SLAs.\nL3 Escalation: Package all technical diagnostic data, logs, and troubleshooting steps neatly when escalating unresolved issues to Level 3 engineering teams.\nChronology Tracking: Maintain a meticu...","description_format":"text","description_chars":12306,"description_truncated":true,"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","IT Outsourcing & Dedicated Teams","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-09-25T13:03:49Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":22,"reasons":["conf:6","win:early","comp:brand"],"computed_at":"2026-09-26T03:21:51Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-sr-engineer-support-operations","json_url":"https://alion.io/job/hcltech-sr-engineer-support-operations.json","meta":{"generated_at":"2026-09-26T03:21:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3582,"day_limit":5000,"remaining_today":1418,"minute_limit":60,"resets_at":"2026-09-27T00:00:00Z"}}}