Track Manager (Tools & Automation)

MANAGE ALL ESCALATED P1 AND P2 INCIDENTS END TO END, with details and participate with Inputs for RCA with the Problem Management team until resolution. LIAISE CLOSELY WITH THE RESOLVERS with respect to all other processes that connect with MAJOR INCIDENT MANAGEMENT. Primary focal for all Escalations that hit the Service Management Dashboard. Announce, Coordinate, Communicate on all P1 & P2 Incidents. Assess Business Impact with Business to validate Incident Priority with the Account & Business. Liaise, Track, Monitor and Escalate for quick turnaround on all (P1&P2;) Incidents affecting the Account. Prompt & Periodic and Quality Communications on all P1 & P2 Incidents until Service Resolution. Ensure Service Availability with Strict Adherence to agreed SLA. Focus on Streamlining the MAJOR & Incident Management process. Plan, Propose, Track and Communicate the Steps towards Service Recovery with Timelines. Interconnect with Problem & Change Management processes for effective Service Management. Identify owners of RCA and provide the Incident details to Problem Management. Support & Coordinate on all Major Changes & Migration Activities. Liaise with Vendors for Support and Service Recovery. Assess and Reassess Business Impact until Service Availability. Identify Owners for the Root Cause Identification. Identify Process Gaps and Interconnect with other Process owners for the right approach towards effective Service Management for BMS.

Skill Requirements

Strong ITIL V4 knowledge Excellent communication skills

Other Requirements

Conduct biweekly Service Management Operations Team meetings. Daily Team Huddle with BCT Incident Managers. Attendance in the Internal HCL and Customer Daily Operations call - talk about Major issues and inputs that needs assistance. Monitor & Communicate on the Service Management mail boxes emails to ensure smooth Operations. Ensure that the Service Management operations are managed - Shift schedules, Leaves and Permissions. SMM to be prompt for efficient operations. Prepare & Review the BCT communication & Executive summary for all P1 & P2 Incidents for the Account. Prepare and share the Tickets handled, Highlights, Lowlights and Help required on weekly basis. Prepare and share the Business Critical Incidents that affected the Account with the impact to the Business. Audits on all P1 and P2 Incidents and ensure that the process is followed. Ensure that the Escalation Matrix is updated on a monthly basis. Liaise with the other resolver teams during incidents and escalate to get focus and traction. Update the Service Management Operations RUN Book, process Documents, Text and Communication Notification contact details with appropriate version documents whenever there are changes to process and escalation contacts. (Major Incident Template & Communication DL). Participate on the Process connect calls with other process owners of Change, Problem, CMDB and SLM.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.