SIAM MIM & PM Manager / Endurance Manager

SIAM MIM & PM Manager / Endurance Manager

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

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

Areyoureadytobeanimportantpartofthisever-transformationaljourney?

Job Description

Duration:6MonthsFTCRole

HybridRole:3daysfromofficeismandatory

Position Overview

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

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

Key Responsibilities

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

Problem Management (PM)

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

Endurance & Service Resilience Management

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

Governance & Reporting

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

Stakeholder & Vendor Management

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

Leadership Responsibilities

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

Required Experience & Skills

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

Preferred Qualifications

• Experience with ITSM platforms such as ServiceNow, BMC Remedy, Jira, or similar.
• Experience with Agile/DevOps/SRE operating models.
• Experience with operational resilience, service continuity, or disaster recovery.
• Experience with automation, observability, monitoring, and service reliability practices.
• Relevant certifications in Problem Management, SRE, Service Management, or Business Continuity are desirable.

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