Critical Incident Manager (m/f/d)

Are you passionate about incident management, service stability, and leading business-critical situations in complex IT environments?

HCLTech is looking for an experienced Critical Incident Manager to support a major automotive customer in Germany. In this role, you will take ownership of high-priority incidents, coordinate resolution activities across multiple service providers, and ensure minimal business impact through effective communication, escalation management, and stakeholder engagement.

Your Responsibilities

• Take 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 elevate 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.

Required Qualifications

• Minimum 7+ years of experience in Incident Management, Major Incident Management, Service Operations, or IT Service Management.
• Strong understanding of IT infrastructure, applications, and service delivery environments.
• Experience coordinating multiple technical teams and service providers during critical incidents.
• Strong stakeholder management skills, including interaction with senior management and customer representatives.
• Experience managing SLAs, incident escalations, and service restoration activities.
• Excellent communication, coordination, negotiation, and facilitation skills.
• Strong analytical and problem-solving capabilities.
• Ability to perform effectively in high-pressure situations and business-critical outages.
• Experience with ITSM tools and Service Management processes.

Preferred Qualifications

• Experience as: Critical Incident Manager/Major Incident Manager/Incident Manager/Service Operations Manager/IT Service Manager/NOC Manager
• ITIL Foundation or higher certification.
• Experience in enterprise or multi-vendor service environments.
• Knowledge of Problem Management and Continual Service Improvement practices.
• Experience working with ServiceNow or similar ITSM platforms.
• Automotive industry experience is a plus.

Location

Hybrid work model