Subject Matter Expert (Tools&Automation)

Job Summary

The MIM L2 resource supports Major Incident coordination, escalation handling, communication, and service restoration activities for high-priority incidents (P1/P2). This role acts as a bridge between technical teams, service desk, and stakeholders, ensuring timely resolution and effective communication during major incidents.

Key Responsibilities

Major Incident Handling & Coordination Support identification and handling of P1/P2 major incidents Participate in Major Incident bridge calls (conference calls & Teams chats) CMN_HCLTec...0 14052025 | Word Coordinate with: L3 technical teams SMEs Vendors Ensure all required teams are engaged for investigation and resolution CMN_HCLTec...0 14052025 | Word 2. Incident Escalation & L2 Support Handle escalated incidents from L1 teams Perform initial analysis and assist in: Diagnosis Workaround identification Escalate to L3 or vendors when required Drive resolution by tracking progress and follow-ups 3. Communication & Stakeholder Management Send: Initial notifications (within defined timelines) Periodic incident updates (P1: 30 min / P2: 60 min) Major Inci...PT Updated | PowerPoint Ensure all updates include: Incident summary Business impact Current status and ETA Coordinate communication across: IT teams Business stakeholders 4. Bridge Call Management Support Assist in organizing and managing: Major Incident bridge calls Group chat channels for real-time coordination CMN_HCLTec...0 14052025 | Word Track action items during bridge calls Ensure all stakeholders are aligned during resolution 5. Tracking, Documentation & ITSM Updates Update ticket details in ITSM tools (e.g., Service Now): Status updates Resolution notes Maintain: Incident timelines Actions taken Ensure compliance with incident management processes Exhibit 2....e Services | Word 6. Monitoring & SLA Management Monitor: Incident lifecycle SLA adherence Ensure no SLA breach for P1/P2 incidents Support continuous tracking until incident closure 7. Problem Management & RCA Support Collaborate with problem management teams for: Root Cause Analysis (RCA) Permanent fix tracking Assist in post-incident reviews and documentation 8. Shift Handover & Global Coordination Ensure smooth handover across: Regions (APAC / EMEA / US) Shift transitions Maintain continuity of major incident tracking and updates Support 24x7 operations environment Internal O...or inciden | Viva Engage

Skill Requirements

Core ITSM Skills ITIL knowledge (Incident, Problem, Change, MIM) Incident lifecycle management SLA/KPI tracking

Other Requirements

Tools Service Now (or equivalent ITSM tools) Collaboration tools (Teams, bridge calls) Monitoring dashboards