Engineer - Critical Incident Management
HCLTech
Job Summary
Proficiency in monitoring tools and ITIL.\\\\r\\\\nStrong communication, organizational, and multitasking skills.\\\\r\\\\nAbility to manage high-pressure situations effectively.
Key Responsibilities
1. Develop Automation Scripts Using Itil Frameworks And Tools Like Servicenow (Snow) To Streamline Critical Incident Management Processes And Improve Service Delivery.
2. Maintain And Troubleshoot Existing Automation Tools And Scripts, Ensuring High Availability And Performance In Incident Resolution.
3. Collaborate With Clients To Gather Requirements For New Automation Features And Implement Enhancements Using Bmc Remedy And Ca Service Desk.
4. Document Processes, Scripts, And Incident Management Workflows To Ensure Knowledge Transfer And Compliance With Itil Standards.
Skill Requirements
1. Proficient In Critical Incident Management And Itil Principles.
2. Familiarity With Servicenow (Snow), Bmc Remedy, And Ca Service Desk.
3. Basic Understanding Of Scripting Languages For Automation (E.G., Python, Powershell).
4. Strong Problem-Solving Skills And Attention To Detail.
5. Good Communication Skills For Client Interactions And Documentation.
Other Requirements
Communication: Respond to client, management, and process-related emails including Problem Management Monitoring & Alerts: Manage monitoring consoles, acknowledge alerts, and handle server, UPS, and database alerting using tools like Myxalytics, HCL ServiceNow, and Alarm Sub Console. Incident & Problem Management: Create, update, and resolve incidents and Problems while following Critical Incident Management (CIM) processes, including bridge initiation and chat handling. Process & Documentation: Handle BIN management, CTASKs, standalone tasks, ITMS verification, and planned/unplanned activities. Collaboration: Work with IMS teams and stakeholders for follow-ups and resolutions, ensuring seamless communication during incidents.
The Command Centre professional ensures smooth operations through proactive monitoring, incident management, and effective communication to resolve issues quickly and maintain business continuity.
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