{"id":3302835,"url":"https://alion.io/job/hcltech-technical-support-spec-itsm-telecom","title":"Technical Support spec - ITSM, Telecom","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":"Support","role_family":"Support","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":["Noida, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":28000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":8},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"CAPA","optional":false},{"name":"Confluence","optional":false},{"name":"Datadog","optional":false},{"name":"Dynatrace","optional":false},{"name":"GCP","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"Nagios","optional":false},{"name":"PagerDuty","optional":false},{"name":"ServiceNow","optional":false},{"name":"Splunk","optional":false}],"status":"live","first_seen_at":"2026-10-27T00:11:08Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-28T13:45:58Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Job Summary\nRole Summary\nThe Major Incident Manager (MIM) and Problem Manager is responsible for the end-to-end management of P1 and P2 incidents, ensuring rapid restoration of IT services with minimal business impact. The role demands strong leadership during high-pressure situations, excellent communication with senior stakeholders, and a proven ability to coordinate across technical teams, vendors, and business units. The incumbent must be available for rotational shifts including nights, weekends, and public holidays to ensure 24x7 incident coverage.Drive post incident review followed by in-depth RCA. Document workaround and permanent fix and track them to closure. Enable KEDB process and ensure organization knowledge is well document, current and maintain knowledge documentation global standard.\nKey Responsibilities\nMajor Incident Management\nOwn and drive the complete lifecycle of P1/P2 major incidents from detection to resolution and post-incident review.\n\nConvene and chair bridge calls / war rooms with technical resolvers, vendors, and senior stakeholders.\n\nProvide real-time status updates to senior management and affected business teams via defined communication channels.\n\nEnsure adherence to SLA/OLA targets for major incident response, escalation, and resolution timelines.\n\nCoordinate escalations to third-party vendors and technology partners where required.\n\nPerform 24x7 on-call duties on a rotational shift basis, covering nights, weekends, and public holidays.\n\nMonitor alerts and event queues to proactively identify potential major incidents before business impact escalates.\n\nPost-Incident Managementand RCA\nFacilitate structured Post-Incident Reviews (PIR) / Root Cause Analysis (RCA) within agreed timeframes.\n\nDocument incident timelines, contributing factors, and corrective actions with precision.\n\nTrack and follow up on all action items arising from PIR/RCA to closure.\n\nIdentify recurring incident patterns and proactively escalate to Problem Management for trend analysis.\n\nLifecycle ownership: Manages logging, prioritization, investigation, resolution, and closure of problems, and maintains the Known Error Database (KEDB).RCA leadership: Leads root cause analyses on major incidents using 5 Whys, fishbone, fault tree, or Kepner-Tregoe, and tracks corrective and preventive actions to completion.Proactive analysis: Runs trend analysis on incident and monitoring data to catch recurring issues early and reduce repeat incidents.Governance and KPIs: Defines the process and reports on repeat incident rate, problem aging, SLA compliance, and RCA completion.Leadership: Mentors Problem Managers, runs problem review boards and post-incident reviews, and advises leadership on risk and trends.ServiceNow skills: Configures the Problem module, links incidents, changes, and CIs via the CMDB, builds workflows in Flow Designer, publishes Known Error articles, and creates Performance Analytics dashboards.Jira skills: Sets up Problem issue types and workflows in Jira Service Management, links problems to incidents and engineering tickets, writes JQL filters and automation rules, and documents RCAs in Confluence.Qualifications: 7-10+ years in IT operations or service management (4+ in problem or major incident management), ITIL 4 Foundation, hands-on ITSM platform experience, strong technical grounding, and data analysis skills.Preferred and success measures: ITIL 4 Managing Professional, Six Sigma/Lean, and observability tool experience (Splunk, Dynatrace, Datadog); success means fewer repeat incidents, faster resolution, an accurate KEDB, and timely, high-quality RCAs. \nSkill Requirements\nTechnical Skills\nProficiency with ITSM tools: ServiceNow, Remedy, Jira Service Management, or equivalent.\n\nFamiliarity with monitoring tools such as Dynatrace, SolarWinds, Nagios, PagerDuty, or similar.\n\nWorking knowledge of infrastructure components: servers, networks, databases, cloud platforms (AWS/Azure/GCP).\n\nAbility to read and interpret technical logs, alerts, and dashboards to drive incident resolution.\n\nSoft Skills\nExceptional communication skills - able to deliver clear, concise updates to both technical and non-technical audiences.\n\nStrong leadership and conflict resolution skills to drive consensus during high-stress situations.\n\nAbility to remain calm, structured, and decisive under pressure.\n\nExcellent documentation and report-writing skills.\n\nStrong analytical mindset with attention to detail.\n\nOther Requirements\nPreferred Certifications\nITIL 4 Foundation or above (Mandatory)\n\nITIL 4 Managing Professional or Strategic Leader (Preferred)\n\nSix Sigma Green Belt (advantageous)\n\nCertified in Knowledge Centered Service (KCS®) Practices (preferred)","description_format":"text","description_chars":4721,"description_truncated":false,"requirements":{"experience_years_min":7,"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":["Cybersecurity","Professional Services","Science & Engineering","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-10-27T00:11:08Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":27,"reasons":["conf:3","velocity","win:early","comp:brand"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-technical-support-spec-itsm-telecom","json_url":"https://alion.io/job/hcltech-technical-support-spec-itsm-telecom.json","meta":{"generated_at":"2026-10-28T13:51:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18813,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":225},"rest":"https://alion.io/mcp/rest/get_company?id=225"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhcltech-technical-support-spec-itsm-telecom"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhcltech-technical-support-spec-itsm-telecom"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhcltech-technical-support-spec-itsm-telecom"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hcltech-technical-support-spec-itsm-telecom\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhcltech-technical-support-spec-itsm-telecom"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3302835}},{"tool":"search_jobs","arguments":{"company":"hcltech.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3302835},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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