Job Description

SIAM MIM & PM Manager / Endurance Manager

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WeareHCLTech,oneofthefastest-growinglargetechcompaniesintheworldandhometo219,000+peopleacross54countries,superchargingprogressthroughindustry-leadingcapabilitiescenteredaroundDigital,EngineeringandCloud.

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Thedrivingforcebehindthatwork,ourpeople,arediverse,creative,andpassionate,raisingthebarforexcellenceonaregularbasis. We,inturn,workhardtobringoutthebestinthemaswestrivetohelpthemfindtheirsparkandbecomethebestversionofthemselvesthattheycanbe.

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Areyoureadytobeanimportantpartofthisever-transformationaljourney?

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Job Description

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Duration:6MonthsFTCRole

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HybridRole:3daysfromofficeismandatory

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Position Overview

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WearelookingforanexperiencedSIAMMIM&PMManager/EnduranceManagertoleadMajorIncidentManagement,ProblemManagement,andserviceenduranceactivitiesacrosscriticalITservices. Therolewillberesponsibleforensuringrapidandeffectiverestorationofservicesduringmajorincidents,drivingpermanentresolutionofrecurringissues,andimprovingtheoverallresilience,stability,andoperationalenduranceoftheITenvironment.

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ThesuccessfulcandidatewillworkcloselywithServiceManagement,Infrastructure,Applications,Engineering,Security,Cloud,Vendors,andBusinessstakeholderstominimizebusinessimpactandcontinuouslyimproveservicereliability.

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Key Responsibilities

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- Own and lead the end-to-end Major Incident Management process.
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- Ensure timely incident declaration, stakeholder communication, escalation, coordination, and service restoration.
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- Drive incident resolution within an agreed Service Level Agreements (SLAs) and business expectations.
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- Coordinate bridge calls, war rooms, technical investigations, and executive communications.
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- Review major incidents and ensure comprehensive Post-Incident Reviews (PIRs) are completed.
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- Track corrective and preventive actions resulting from major incidents.
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- Maintain and continuously improve MIM procedures, playbooks, escalation matrices, and communication templates.
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Problem Management (PM)

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- Own and manage the end-to-end Problem Management lifecycle.
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- Identify recurring incidents, trends, systemic failures, and operational risks.
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- Lead Root Cause Analysis (RCA) for major and recurring incidents.
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- Drive permanent resolution rather than repeated incident restoration.
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- Work with engineering and technical team to eliminate known errors and recurring failures.
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- Track Problem Management KPIs and demonstrate reduction in recurring incidents.
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- Identify trends and proactively highlight potential service risks before they become major incidents.
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Endurance & Service Resilience Management

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- Assess service resilience against operational failures, capacity constraints, technology risks, and recurring incidents.
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- Identify single points of failure and coordinate remediation plans.
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- Drive service improvement initiatives based on incident and problem trends.
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- Ensure critical services have appropriate monitoring, alerting, recovery procedures, support models, and operational documentation.
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- Partner with technology teams to improve service availability, reliability, recoverability, and stability.
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- Ensure lessons learned from incidents are incorporated into service design and operational practices.
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- Support operational readiness for new applications, platforms, infrastructure, and major technology changes.
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Governance & Reporting

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- Produce regular operational reports and management dashboards.
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- Mean TimetoAcknowledge(MTTA)
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- RCAcompletionandquality
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- Ensure compliance with IT Service Management policies, processes, and audit requirements.
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Stakeholder & Vendor Management

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- Build solid relationships with technology, business, service management, and senior leadership teams.
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- Provide clear and concise communication during high-pressure situations.
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- Manage escalations across internal teams and external service providers.
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- Hold vendors accountable for incident resolution, RCA quality, SLA performance, and corrective actions.
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- Facilitate cross-functional collaboration to resolve complex and business-critical issues.
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- Act as a trusted point of escalation for service stability and resilience concerns.
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Leadership Responsibilities

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- Conduct regular performance and capability reviews.
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- Develop team skills through coaching, knowledge sharing, simulations, and incident exercises.
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- Ensure adequate coverage and on-call/escalation arrangements for critical services.
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Required Experience & Skills

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- 8–12+ years of experience in IT Service Management, Major Incident Management, Problem Management, or IT Operations.
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- Strong experience leading Major Incident Management for complex enterprise IT environments.
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- Experience with service resilience, availability, reliability, disaster recovery, or operational risk management.
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- Experience working with multiple technology towers such as:
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- Infrastructure
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- Cloud
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- Networks
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- Applications
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- Databases
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- Cybersecurity
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- End-user computing
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- Strong analytical and problem-solving capabilities.
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- Experience working with third-party vendors and managed service providers.
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Preferred Qualifications

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- Experience with ITSM platforms such as ServiceNow, BMC Remedy, Jira, or similar.
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- Experience with Agile/DevOps/SRE operating models.
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- Experience with operational resilience, service continuity, or disaster recovery.
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- Experience with automation, observability, monitoring, and service reliability practices.
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- Relevant certifications in Problem Management, SRE, Service Management, or Business Continuity are desirable.
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📌 SIAM MIM & PM Manager / Endurance Manager (Victoria)
🏢 HCLTech
📍 Victoria