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Critical Incident Manager (m/f/d) at HCLTech

Berlin, Berlin, Germany -

Full Time

Start Date

Immediate

Expiry Date

03 Jan, 27

Salary

80000.0

Posted On

09 Oct, 26

Experience

17 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Yes

Skills

Industry

Information Services

Description

Your ResponsibilitiesTake ownership of the end-to-end Critical Incident Management process.
Manage major incidents across multiple service providers and technology domains.
Drive incident resolution activities and coordinate technical and business stakeholders.
Lead technical bridge calls and executive status update meetings.
Ensure timely communication and updates to customers, senior management, and stakeholders.
Coordinate incident escalations and facilitate rapid decision-making during critical situations.
Monitor incident resolution activities and ensure SLA compliance.
Document incidents, maintain issue logs, and track follow-up activities to completion.
Conduct post-incident reviews and facilitate root cause analysis discussions.
Identify recurring service stability issues and escalate them through Problem Management processes.
Support continual service improvement initiatives based on incident trends and operational insights.
Act as the primary escalation point for high-priority incidents.

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Responsibilities