Major Incident Management Operations Expert

Position: Major Incident Management (MIM) Operations Expert

Location: Dallas Texas (Onsite)

Experience: [10-35 Years]

Job Type: Full-time

Role Overview

We are actively looking for an experienced MIM Operations Expert to lead mission-critical incident management for a large enterprise environment. This role is key to ensuring rapid service restoration, minimizing business impact, and driving operational excellence.

Key Responsibilities:

Own and manage high-priority (P1/P2) incidents across the environment

Lead war rooms and coordinate cross-functional resolution teams

Drive timely stakeholder communication, including executive updates

Ensure SLA adherence and minimize downtime

Conduct post-incident RCA and implement corrective & preventive actions

Collaborate with Network, Compute, EUC, and Security teams

Continuously improve MIM processes, reporting, and automation initiatives

Required Experience & Skills:

10+ years in IT Operations with strong Major Incident Management expertise

Proven experience handling large-scale enterprise incidents

Strong stakeholder management and crisis communication skills

Hands-on with ServiceNow and enterprise monitoring tools

Ability to perform under pressure in a 24x7 support environment

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to for investigation.

Compensation and Benefits

A candidate s pay within the range will depend on their work location, skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.