HCLTech is a global technology company, home to more than 226,000+ 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 of US $14.5B for 12 months ending December 2025. At HCLTech, you’ll supercharge your potential. You’ll find your career. And you’ll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

Responsibilities:

• 24*7 monitoring support for in-scope infrastructure.
• Develop and acquire detailed knowledge of the environment.
• Handle escalations and assist in creation of RCAs.
• Possess the ability to work under pressure and the ability to communicate with stakeholders.
• Generate Operations report.
• Manage bridge calls and notify respective support groups.
• Perform GAP analysis.
• Creation of SOPs and Knowledge Base.
• Capture alerts, raise incident tickets and escalate to respective team.
• Act as a first point of escalation/consultation for the team on technical, procedural and process related queries.
• Assists the team lead in maintaining and updating documents in central repository for the benefits of the entire team.
• Work in rotational shifts to provide 24/7 monitoring of the IT infrastructure.
• Liaise with the Merck Critical Incident Management Process Owner and Chair Process Review Meetings.
• Facilitating the production and maintenance of the major incident restoration plan.
• Production of major incident progress updates.
• Conduct regular Process Compliance Checks and Quality Reviews to ensure that the process is being followed consistently.
• Escalate any inconsistencies in the monitoring environment with the respect to the monitoring tool configuration, alert thresholds, alert message enrichment and false alerts.
• Discuss operational challenges and constraints in team meetings and with the management to ensure timely resolution.
• Assisting third party vendor who comes for on-site Break fix support
• Analysis and reporting of incident trend data to identify and eliminate root causes.

Requirements:

• Excellent German and English language skills (both written and spoken)
• Knowledgeable in ITIL concepts [Incident Management, Problem Management etc.].
• Should have worked in high pressure work environment and ability to multitask.
• Basic support experience on Windows/Unix Servers, Network Devices, Backup.
• Excellent Verbal and written Communication skills.
• Hands on experience with the following.
• Any alert Monitoring tool BPPM, HP NNM, HP OVO, Solar Winds etc.
• Incident, Problem and change life cycle process
• Any ITSM tool e.g.: Remedy, Service Now etc.
• Generating reports.

What we offer:

• Food vouchers and social benefits package
• Opportunity for career progression
• Young and vibrant team environment
• Competitive salary
• Professional on-boarding and on-going trainings

Are you willing to build up your career with us? – We’ll be happy to receive your resume in English!

• Your personal data is secure with us.
• * Only candidates selected for interview will be contacted

HCLTech provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by state or local laws.

HCLTech is committed to protecting and securing the privacy and confidentiality of the Personal Data which it collects directly or indirectly from you when applying for a job at HCLTech either directly or through a third-party human resources agency. This notice (the “Notice”) outlines and explains how HCL Technologies Limited including its subsidiaries, local employing entities, associates, and affiliated companies [collectively referred to as “HCLTech”, “us,” “our”, or “we”] will process your Personal Data in accordance with applicable privacy legislation(s). Candidate Data Privacy Notice | HCLTech