Track Manager Incident Management, ServiceNow

Job description

This role provides expert management and continuous optimization of complex IT operations by leveraging advanced incident management and ServiceNow administration skills. The individual ensures seamless service delivery, drives operational excellence, and empowers teams to meet client SLAs through strategic oversight, process innovation, and effective problem-solving across large-scale projects. Key Responsibilities 1. Lead incident management operations using ServiceNow, BMC Remedy, and CA Service Desk, ensuring rapid resolution of critical incidents and minimizing business impact. 2. Oversee ServiceNow administration by configuring, maintaining, and optimizing modules such as Incident, Problem, and Change Management to support evolving business needs. 3. Drive process improvements in ITSM tools (ServiceNow, BMC Remedy, Avanti) by identifying automation opportunities, implementing workflow enhancements, and ensuring alignment with ITIL best practices. 4. Mentor and guide support teams in advanced incident triage, root cause analysis, and escalation management utilizing ServiceNow dashboards, reporting, and analytics. 5. Collaborate with internal stakeholders to translate client requirements into actionable ServiceNow configurations and support processes that consistently meet or exceed SLAs. 6. Champion innovation by evaluating and deploying new ServiceNow features, integrations, and process improvements to enhance overall service delivery. Skill Requirements 1. InDepth Expertise In Itsm Platforms, Including Bmc Remedy, Ca Service Desk, And Avanti. 2. Excellent Skills In Configuring, Customizing, And Optimizing Servicenow Modules For Enterprise Environments. 3. Excellent Analytical And ProblemSolving Abilities In LargeScale It Operations. 4. Advanced Proficiency In Itil Processes And Their Application Within Itsm Toolsets. 5. Strong Leadership And Mentoring Capabilities For Technical Support Teams. 6. Excellent Communication Skills For Stakeholder Engagement And Process Documentation. Other Requirements 1. ITIL Expert or ITIL 4 Managing Professional certification (optional but valuable). 2. ServiceNow Certified System Administrator (recommended). 3. ServiceNow Certified Implementation Specialist (optional but valuable) Apply now Information at a Glance Why HCLTech? 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. 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. 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