HCLTech · 10 hours ago
Incident Manager
Bethlehem, PA
Full-time
Onsite
Mid Level
$80K/yr - $90K/yrHCLTech is seeking a critical Incident Manager to oversee incident resolution processes. The role involves coordinating with stakeholders, managing communication, and ensuring timely resolution of incidents while documenting all actions taken.
Information and Communications Technology (ICT)IT ManagementOutsourcingSoftwareTelecommunications
Hiring Manager
Pradeep Kumar
Responsibilities
Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other Technology Tracks
Use the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties
Authorize any IVR message updates for Service Desk
Work with all stakeholders to identify the workaround or resolution for the Incident
Set expectations of all stakeholders about the timelines and permissions required for the resolution
Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved
Initiate Emergency Changes if required, mobilize cross functional teams, External Vendors and obtain approvals for the mitigation actions from all stakeholders
Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the Services have returned to their normal state
Open Problem Tickets as per Problem Management Policy and Procedures
Document in retrospect, the actions taken, learning and approvals in the service Management tools
Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures
Qualification
Required
Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other Technology Tracks
Use the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties
Authorize any IVR message updates for Service Desk
Work with all stakeholders to identify the workaround or resolution for the Incident
Set expectations of all stakeholders about the timelines and permissions required for the resolution
Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved
Initiate Emergency Changes if required, mobilize cross functional teams, External Vendors and obtain approvals for the mitigation actions from all stakeholders
Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the Services have returned to their normal state
Open Problem Tickets as per Problem Management Policy and Procedures
Document in retrospect, the actions taken, learning and approvals in the service Management tools
Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures
Company
HCLTech
HCLTech is a global IT company offering digital, engineering, and cloud solutions partnering with businesses for transformation.
Founded in 1976
10001+ employees
H1B Sponsorship
HCLTech has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2975)
2024 (3974)
2023 (3649)
2022 (3861)
2021 (4093)
2020 (4317)
Funding
Current Stage
Public CompanyTotal Funding
$220MKey Investors
ChrysCapital
2008-07-10Post Ipo Equity· $220M
2000-01-06IPO
Leadership Team
Vijayakumar C.
Chief Executive Officer
Alan Flower
Executive Vice President - CTO & Global Head, AI & Cloud Native Labs
Recent News
Deccan Chronicle
2026-01-25
Hindu Business Line
2026-01-24
Company data provided by crunchbase