Information Technology Service Management Manager

Job Title:

ITSM Lead – Major Incident & Infrastructure Service Management

Job Requisition: 156190

Location:

US - Chicago, IL Role Summary

Seeking an experienced ITSM Lead to own Major Incident Management, Service Management Governance, and Operational Excellence across a large-scale enterprise infrastructure environment. The role requires close collaboration with customer leadership, Network, Data Center, Cloud, and Infrastructure Operations teams to ensure stable and reliable 24x7 managed services delivery.

• Lead Major Incident Management (P1/P2) and drive rapid service restoration during critical outages.
• Coordinate incident resolution across Network, Data Center, Cloud, Security, and Infrastructure teams.
• Drive ITIL processes including Incident, Problem, Change, Event, and Service Level Management.
• Lead customer governance reviews, operational reviews, and service improvement initiatives.
• Manage escalations, executive communications, and stakeholder engagement during service disruptions.
• Drive Root Cause Analysis (RCA), Problem Management, and continuous service improvement.
• Establish operational governance and performance reporting for managed services delivery.
• Partner with Tools Engineering and Operations teams to improve observability, event management, and operational automation.

• Infrastructure Operations Leadership experience.
• Experience working with Network Services and Data Center Operations teams.
• Proven Large Managed Services Delivery Governance experience.
• Experience leading Integrated Operations Center (IOC) or similar 24x7 operational environments.
• Strong experience in Major Incident Management and ITSM operations.
• Experience supporting enterprise cloud environments including Azure and AWS
  .
• Experience supporting cloud transformation and modernization initiatives.
• Strong customer-facing leadership and stakeholder management skills.

• Large-scale Infrastructure Operations
• Network Services
• Data Center Operations
• Integrated Operations Center (IOC)
• 24x7 Managed Services Delivery

• ITIL Service Management
• Change Management
• Service Governance
• Event Management
• Operational Excellence
• Cloud Operations (Azure & AWS)
• Observability & Monitoring Tools
• Automation & Operational Integration
• Executive Communication & Customer Management

• Excellent verbal and written communication skills.
• Strong leadership and decision-making abilities during critical outages.
• Flexible to work during weekends, holidays, and off-business hours as required for major incidents and service disruptions.
• Demonstrated ownership mindset with accountability for service availability and customer satisfaction.

Education

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
• Relevant certifications or technical training may be considered in lieu of experience.

• 15+ years of experience in UNIX/Linux administration, technical support, infrastructure operations, or related areas.
• Fresh graduates with strong academic foundations and Linux exposure are encouraged to apply.

Pay Range Minimum: $88,000 to year

Pay Range Maximum: $159,000 to year

HCLTech 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.

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