Key Responsibilities: 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 the ownership to oversee the day to day operations relating to Incident ManagementManage Major Incidents or situations across providersManage high priority incidents from start to finish providing regular management updates to and bringing a satisfactory outcome for the customerRunning both technical conference bridges and business update callsDocumenting Issues, updating issues log, following issues to completion, and escalating issues to management team if neededDriving decision making for incident resolution and minimizing impact to the businessEscalation to Senior IT ManagementProviding incident updates to stakeholdersCapturing incident follow ups and completing formal Post MortemsIdentifying stability trends and escalating them through the Problem Management processCoordinate decision making of critical, emergency break fix work by chairing conference calls and publishing formal communicationTake full responsibility and ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidentsMonitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLAQualifications/Skills:Must be an experienced resource with Minimum 7+ years of 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 resolutionPassion 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 relationshipsSensitivity 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 oral and written communication skillsStrong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solveSupervisory skills and the ability to leverage support from other parts of the organizationProven expert in managing multiple stakeholders at all levels of the organization, but specifically at senior management level.Understanding of Technologies & ITSM ToolCoordination, negotiation, and persuasion skillsOther note/s:6 months to 1 year contractMain core experience on managing major incident bridges and communications.Candidate Data Privacy Noticehttps://www.hcltech.com/candidate-privacy-notice