Guadalajara, JaliscoJob SummaryCRITICAL INCIDENT MANAGERUnderstand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other Technology TracksUse the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required partiesAuthorize any IVR message updates for Service DeskWork with all stakeholders to identify the workaround or resolution for the IncidentSet expectations of all stakeholders about the timelines and permissions required for the resolutionSend Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolvedInitiate Emergency Changes if required, mobilize cross functional teams,



External Vendors and obtain approvals for the mitigation actions from all stakeholdersRetain the Technical Observation Post (certain ad-hoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the Services have returned to their normal stateOpen Problem Tickets as per Problem Management Policy and ProceduresDocument in retrospect, the actions taken, learning and approvals in the service Management toolsDocument the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures.Key ResponsibilitiesnullSkill Requirements**#body.unify div.unify-button-container.unify-apply-now**: focus, #body.unify div.unify-button-container.unify-apply-#body.unify div.unify-button-container.unify-apply-now: focus, #body.unify div.unify-button-container.unify-apply

📌 Track Lead - Servicenow,Javascript (Guadalajara)
🏢 HCLTech
📍 Guadalajara