We are HCLTech, one of the fastest-growing large tech companies in the world and home to 219,000+ people across 54 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves thatthey can be.

Role: Major Incident Manager (MIM)

Location: Melbourne

Contract Duration: 6 Months Fixed Term Contract (FTC)

About the Role

HCLTech is seeking an experienced Major Incident Manager (MIM) to join our service management team in Melbourne. The successful candidate will be responsible for managing and coordinating the resolution of critical business-impacting incidents, ensuring rapid restoration of services while maintaining effective communication with stakeholders. This role requires strong leadership, stakeholder management, problem-solving, and IT Service Management expertise.

Key Responsibilities

Major Incident Management

- Lead and coordinate the end-to-end resolution of Major/Critical Incidents.
- Facilitate and drive major incident bridge calls involving technical teams, service owners, vendors, and stakeholders.
- Ensure rapid restoration of impacted services while minimizing business disruption.
- Provide timely and accurate incident communications to business stakeholders and management.
- Drive major incident calls through to resolution and closure.

Problem Management & Root Cause Analysis
- Perform proactive and reactive Problem Management activities.
- Conduct detailed Root Cause Analysis (RCA) for recurring and critical incidents.
- Organize and facilitate Post Incident Reviews (PIRs) and retrospectives.




- Track and ensure completion of corrective and preventive actions.

Reporting & Governance
- Prepare and publish Major Incident reports, dashboards, and metrics.
- Analyze incident trends and recommend service improvement initiatives.
- Ensure adherence to ITIL processes, governance standards, and compliance requirements.
- Monitor SLA performance and drive continuous service improvement.

Operational Support
- Participate in a 24x7 rotational support roster and handle on-call escalations.
- Independently manage and resolve incidents within agreed SLAs.
- Coordinate with cross-functional support teams and third-party vendors.
- Maintain and update knowledge base articles and operational documentation.

Team Development & Customer Experience
- Support knowledge-sharing initiatives and mentoring of junior analysts.
- Conduct coaching and training sessions for new team members.
- Ensure high levels of customer satisfaction through effective incident management and communication.
- Drive First Call Resolution (FCR) improvements and minimize incident reopen rates.

Required Skills & Experience
- 5+ years of experience in Major Incident Management, Service Management, or IT Operations.
- Strong hands-on experience in managing critical production incidents in enterprise environments.
- Good understanding of Incident Management, Problem Management, and Change Management processes.
- Experience conducting Root Cause Analysis (RCA) and Post Incident Reviews (PIRs).
- Excellent stakeholder management and communication skills.




- Strong analytical and troubleshooting capabilities.
- Experience working in a 24x7 support environment.
- Ability to work effectively under pressure and manage multiple priorities simultaneously.
- Experience with ServiceNow or similar ITSM tools.

Preferred Qualifications
- ITIL Foundation or ITIL Intermediate Certification.
- Experience supporting large enterprise environments.
- Knowledge of Cloud, Infrastructure, Network, and Application Support domains.
- Exposure to Continual Service Improvement (CSI) initiatives.

Why Us We are one of the fastest-growing large tech companies in the world, with offices in 50+ countries across the globe and 219,000 employes. Our company is extremely diverse with 165 nationalities represented.

We offer the opportunity to work with colleagues across the globe. We offer a virtualfirst work environment, promoting a good work-life integration and real flexibility. We offer comprehensive perks 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

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: https://www.hcltech.com/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 HCL Tech, 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”.

📌 Major Incident Manager (MIM) (Melbourne)
🏢 HCLTech - Australia and New Zealand
📍 Melbourne