Major Incident & Problem Management

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2024 totaled $13.7 billion. HCL is looking for a Major Incident & Problem Management Location: Zapopan, Jalisco, Mexico. 6 years of experience in Problem management and Incident management ITIL v3 or ITIL 4 Foundation certification. Strong analytical and critical thinking skills. 6 years of experience working with ServiceNow. Ability to host/manage meetings with large group of SMEs. Ability to work in a large and matrixed corporate environment. Exceptional interpersonal and leadership skills – servant leadership, collaboration, facilitation and negotiation. Excellent written and verbal communication skills. Ability to effectively communicate technical actions to a non-technical audience. Strong proficiency with Microsoft Office Suite, especially Excel and PowerPoint. Experience with managing people/teams. Responsibilities: To open and initiate the bridge to discuss the issue within 05 minutes, and within 15 minutes, open communication to be published. To understand the issue from a business perspective and to engage the required / concerned teams. To follow the MIM checklist and publish the communication with proper validation. To ascertain the situation and to prioritize the issue based on business impact To check if all the required information is updated on the ticketing tool and all supporting documents in the MIM SharePoint. To communicate the status update/situation to stakeholders To ensure the SLAs are met by the resolver teams To ensure the changes are being check during the HIGH & MI. To ensure RCA / Problem tickets are provided by the resolver team What we offer: Life insurance Major Medical Expenses Insurance (extends to spouse and 2 children under 25 years of age, if applicable). Minor Medical Expense Insurance. Savings Fund 13% (up to MXN $4,400 monthly) Food vouchers 10% (up to MXN $3,400 monthly) 30 days bonus 12 days of vacation in the first year, increasing by 2 as dictated by law. For latest updates, follow our page: https://mx.linkedin.com/showcase/hcltech-mexico/

Location: Guadalajara, Mexico Metropolitan Area, MX

Posted Date: 7/7/2025