Major Incident Management Expert - IT Infrastructure
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HCLTech is a global tech company with 224,000+ HCLTechies across 60 countries, offering digital, engineering, and cloud solutions. Serving major industries like Financial Services, Manufacturing, Healthcare, Telecom, and more, its 12-month revenue ending September 2024 was $13 billion.
HCLTech France: +500 HCLTechies. Offices: Paris, Lyon and Toulouse.
We are seeking an experienced Major Incident Management Expert - IT Infrastructure to join our team at a prestigious client site in the banking sector, based in the Paris Region.
This is a permanent, hybrid role offering the opportunity to work on-site three days per week.
Tasks and Responsibilities
- Management of major production incidents until resolution
- Problem management and post-mortem analysis
- Weekly reporting on production incident tracking
- Compliance with ITIL processes for actions defined during meetings
- Accuracy of incident reports (including all actions and decisions taken with agreement from contributing and impacted entities)
- Tracking and managing all incidents within a single central repository
- Support for weekly incident reviews
- Ensuring service continuity
- Contribution to incident management during infrastructure events occurring on certain weekends
- Improvement of tools and automation of daily tasks through development and maintenance of tools primarily written in Python
- Enhancement of service quality
- Optimization of activities to reduce management costs
- Implementation of KPIs to provide reports on workload and service quality
- Project management related to incident activity or continuous improvement
- Change management
Job Requirements
Experience
8+ years of experience in a similar IT/ITIL environment.
Mandatory skills
- ITIL & Process Governance – Applies ITIL frameworks to manage change requests, approvals, and compliance.
- Microsoft Power BI
- Technical Communication – Translates technical impacts of changes for both IT teams and business stakeholders.
- Infrastructure Awareness – Understands systems architecture, dependencies, and risk areas during change planning.
- Incident & Problem Integration – Coordinates with incident/problem management to ensure smooth transitions and minimal disruptions.
- Experience with ITSM / Incident Management Tools
- Database & Reporting Skills
- Networking & Infrastructure Knowledge
- Fluency in both French and English is mandatory to communicate effectively with colleagues and partners, both verbally and in writing.
Discover the benefits of joining HCLTech
- Global career opportunities and mobility.
- Flexible work environment supporting work-life balance.
- Exciting projects and upskilling opportunities to shape your role.
- Total wellbeing focus: Beyond professional growth, you’ll be able to collaborate with like-minded colleagues to drive meaningful impact through initiatives like our CSR Council, Diversity Council, Women Connect, and many more.