Incident Manager

3 weeks ago

Greater London, United Kingdom HCLTech Full time

HCL Technologies is a $13 bn Technology Services company that takes tremendous pride in helping Customers through their Digital Transformation Journey. Our Sharp focus on Mode 1-2-3 strategy has helped us become the fastest large Tech services company globally.



Incident Manager


Mandatory Skills - Jira, APM and Automation tools knowledge.


Working very closely with the InternalIT, Infrastructure and tribe DevOps teams to provide:

o Incident ticket management, escalations and stakeholder communications during an incident: primarily to support the Marco Polo production application.

o Including proficient, and experienced management of critical/major incidents in a tier 1 payments service.

o Support for DevOps technical input and triage, for instance log reviews, incident tracing to identify issues, and call the right support teams when the issue cannot be directly resolved.

o Work with IT teams, to identify solutions and support excellent service quality in the non-functional area, with an aim to have first class resilience, reliability and stability of the service.

o Review / assess monitoring and alerting implementations, with the tribe SMEs, to ensure the operational state of the service is visible at all times.

o Build, review and improve service level reporting and quality metrics (through incident metrics/reviews).

o Work with the tribes to coordinate and lead Service Recovery activities where required.

o Partner with tribe leads/service owners and development teams to ensure that solutions adhere to non-functional standards, ensuring reliability, resilience and scalability.

o Conduct and lead post incident reviews, work with teams to ensure problem records are logged, tracked and resolved in a timely manner (including root cause analysis & resolution).

o Build / review /improve service dashboards that show the current status of the whole Marco Polo production environment, and be able to report on recent performance.

o Build ability to understand and evaluate ongoing impacts of releases to ensure no downward trends in reliability and performance.

o Work with tribes, giving support for build/improvement of end to end business flow synthetic monitoring/automated regression tests to allow early visibility of production problems.

o Working with Atlassian Jira Service Management/Opsgenie/StatusPage to enhance and improve ticket handling, alerting automation and dashboards to provide MI.

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