Location: Melbourne

As the SIAM Critical Incident Manager, you will lead the resolution of high-priority business-critical incidents across multiple service providers, ensuring minimal business impact and timely restoration of services. You will be responsible for coordinating technical and business stakeholders, facilitating incident resolution, driving post-incident reviews, and contributing to continuous service improvement.

Key Responsibilities

- Lead and manage Major/Critical Incidents from initiation through to resolution.
- Coordinate multiple service providers and technical teams during high-severity incidents.
- Chair technical bridge calls and business stakeholder communication calls.
- Provide timely updates to executives, stakeholders, and senior management.
- Drive decision-making and incident resolution activities to minimize business disruption.
- Track incident actions, maintain issue logs, and ensure follow-up activities are completed.
- Conduct post-incident reviews (Post Mortems) and identify improvement opportunities.
- Identify recurring issues and collaborate with Problem Management teams to improve service stability.
- Act as the primary escalation point for critical incidents and emergency situations.
- Ensure incident resolution activities meet agreed SLA commitments.

About You

- 7+ years of experience in Incident Management, Major Incident Management, or Service Operations environments.
- Robust understanding of IT infrastructure, applications, and enterprise technology domains.
- Proven experience managing critical incidents within complex multi-vendor/service integration environments.
- Excellent stakeholder management skills with the ability to influence senior leaders and technical teams.
- Strong troubleshooting and problem-solving capabilities.
- Experience facilitating incident bridge calls and executive communications.




- Knowledge of IT Service Management (ITSM) processes and tools.
- Ability to work under pressure and make sound decisions during business-critical situations.
- Exceptional written and verbal communication skills.

Why Us

- Our company is extremely diverse with 165 nationalities represented.
- We offer the opportunity to work with colleagues across the globe.
- We offer a virtual-first work environment, promoting a good work-life integration and real flexibility.
- We offer comprehensive benefits for all employees.
- We are a certified great place to work and a top employer in 17 countries, offering a positive work environment that values employee recognition and respect.

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, colour, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, Aboriginal and Torres Strait Islander people or any other protected classification, in accordance with federal, state, and/or local law.

Candidate Data Privacy Notice | HCL Technologies

We are committed to respecting your privacy and for the protection of your personal data. Your personal data will be collected and processed in line with our candidate privacy notice: candidate-privacy-notice. This privacy notice will help you to understand what personal data we collect about you, how we use this personal data, and what rights you have regarding your personal data. By replying to this email or submitting any personal data to HCLTech, you acknowledge that you have read and understood the candidate privacy notice and have provided your consent to the processing of your data for recruitment purposes as described in the privacy notice.

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📌 SIAM Critical Incident Manager (Melbourne)
🏢 HCLTech - Australia and New Zealand
📍 Melbourne