WeareHCLTech,oneofthefastest-growinglargetechcompaniesintheworldandhometo219,000+peopleacross54countries,superchargingprogressthroughindustry-leadingcapabilitiescenteredaroundDigital,EngineeringandCloud.Thedrivingforcebehindthatwork,ourpeople,arediverse,creative,andpassionate,raisingthebarforexcellenceonaregularbasis.We,inturn,workhardtobringoutthebestinthemaswestrivetohelpthemfindtheirsparkandbecomethebestversionofthemselvesthattheycanbe.
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 solid 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.
WhyUs
Weareoneofthefastest-growinglargetechcompaniesintheworld,withofficesin50+countriesacrosstheglobeand219,000employes.Ourcompanyisextremelydiversewith165nationalitiesrepresented.
Weoffertheopportunitytoworkwithcolleaguesacrosstheglobe.Weofferavirtualfirstworkenvironment,promotingagoodwork-lifeintegrationandrealflexibility.Weoffercomprehensivebenefitsforallemployees.Weareacertifiedgreatplacetoworkandatopemployerin17countries,offeringapositiveworkenvironmentthatvaluesemployee recognitionandrespect
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📌 Major Incident Manager (Mim) (Melbourne)
🏢 HCL Technologies
📍 Melbourne