Job description:

A Service Management team member provides incident and change management support for global SaaS clients of HCL Software Group. The candidate will work with Incident and Change Management teams to resolve crit-sit incident tickets and deploy critical changes. Some of the responsibilities may include monitoring of client tickets, facilitation of recovery bridges, working with Cloud Operation and Product teams to resolve production problems and assist in planning and deployment of critical changes to the cloud platform. The candidate must be flexible to work in shifts (including weekends) to meet client and delivery organization goals.Job responsibilities include: Be part of Service Management team (Client Support Management and Change Management) and provide operational support for swift application and infrastructure recovery. Help achieve high system availability of application and cloud platform. Facilitate technical bridge sessions where participants will seek for status updates, manage incidents and engage Product, Cloud and other Service Management experts as needed. Understand and manage client expectations during incident management. Own the incident resolution and RCA process. Capture incident documentation and deliver quality communication. Attention to details and multi-tasking skills would be required to succeed in this role. Assess client driven change requests and plan for deployment on cloud platform working in close coordination with cloud engineers. Assist Change Manager in planning of platform upgrades and manage deployments. Understand customer SLAs and work with cross functional teams (eg. Cloud, Security, DevOps, Products) to complete root cause analysis of incidents. Perform regular ticket audits, gather weekly performance statistics for reports and trends. Assist team leaders in developing Operations Scoreboard. Demonstrate good understanding of application support and trouble shooting skills on cloud platform.

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