6 days ago Be among the first 25 applicantsDirect message the job poster from HCLTechSenior Executive Talent Acquisition | Tech Recruiter at @HCLTechwww.hcltech.comResponsibilities:Must understand the overall setup of IT Services and roles played by various Service Providers and demonstrate technical knowledge pertaining to two or more technology areas.Take ownership to oversee the day-to-day operations relating to Incident Management.Manage Major Incidents or situations across providers.Manage high priority incidents from start to finish, providing regular management updates and ensuring satisfactory outcomes for the customer.Run both technical conference bridges and business update calls.Document Issues, update issues log, follow issues to completion, and escalate issues to the management team if needed.Drive decision making for incident resolution and minimize impact to the business.Escalate to Senior IT Management and provide incident updates to stakeholders.Capture incident follow-ups and complete formal Post Mortems.Identify stability trends and escalate them through the Problem Management process.Coordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communication.Take full responsibility and ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents.Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA.Qualifications:Experience in Incident Management with knowledge & sound understanding of various IT technologies/domains.Very strong influential relationship management skills with stakeholders, senior management, colleagues, and external service providers.Proven troubleshooting skills within a support environment, including a strong sense of commitment and drive towards incident resolution.Passion for identifying problems that cause incidents and lengthen time to repair, and attacking the issues to eliminate the cause in our environment.Understanding of foundational IT technical issues and relationships.Sensitivity and urgency in dealing with line of business outages.Ability to influence and lead technical conversations with various infrastructure support groups.Excellent verbal and written communication capabilities with the ability to interact and influence at all levels of the organization.Strong problem-solving skills and the ability to logically break down a problem into smaller manageable parts to solve.Supervisory skills and the ability to leverage support from other parts of the organization.Proven expert in managing multiple stakeholders at all levels of the organization, specifically at senior management level.Understanding of Technologies & ITSM Tool Coordination, negotiation, and persuasion skills.Seniority level: Mid-Senior levelEmployment type: Full-timeJob function: Information TechnologyIndustries: IT System Operations and MaintenanceReferrals increase your chances of interviewing at HCLTech by 2x
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