SME - Incident Management, ServiceNow

HCL Technologies Limited; Mississauga; On-site; CAD 90,000 - 130,000; Full time

Job summary

HCL Technologies Limited is seeking an experienced Incident and Problem Management professional to govern ITSM processes, drive RCA quality, and reduce recurring incidents. You will analyze incident trends, track corrective actions, and develop KPI dashboards with cross-functional collaboration with Engineering and SRE teams.

The role emphasizes automation using Power Automate and reporting across ServiceNow data sources, with a focus on governance maturity and operational excellence.

Qualifications

• 5+ years of experience in Incident Management, Problem Management, or ITSM Governance.
• Strong understanding of ITIL Incident, Problem, and Change Management disciplines.
• Experience coordinating Major Incidents in complex enterprise environments.
• Hands-on experience with Microsoft Power Automate and workflow automation.

Responsibilities

• Govern Problem Management activities including RCA quality reviews, corrective action tracking, and recurrence reduction.
• Perform incident trend analysis to identify systemic issues and reliability improvement opportunities.
• Drive compliance with Incident, Problem, and Change Management processes.
• Develop and maintain KPI dashboards covering incident volumes, MTTR, SLA adherence, RCA completion, and recurring incident trends.

Skills

Incident Management

Problem Management

ITSM Governance

Power Automate

ServiceNow

Job description

Key Responsibilities Govern Problem Management activities including RCA quality reviews, corrective action tracking, and recurrence reduction. Perform incident trend analysis to identify systemic issues and reliability improvement opportunities. Drive compliance with Incident, Problem, and Change Management processes. Develop and maintain KPI dashboards covering incident volumes, MTTR, SLA adherence, RCA completion, and recurring incident trends. Partner with Engineering and SRE teams to improve service reliability and operational readiness. Design and implement workflow automations using Microsoft Power Automate to reduce manual effort and improve governance processes. Create automated reporting, notification, escalation, and tracking solutions leveraging Microsoft 365, SharePoint, Teams, and ServiceNow data sources. Support continuous improvement initiatives focused on automation, efficiency, and operational excellence. Required Skills & Experience 5+ years of experience in Incident Management, Problem Management, or ITSM Governance. Strong understanding of ITIL Incident, Problem, and Change Management disciplines. Experience coordinating Major Incidents in complex enterprise environments. Proven experience conducting RCA reviews and driving corrective action programs. Strong analytical skills with experience identifying recurring trends and operational risks. Hands-on experience with Microsoft Power Automate and workflow automation. Experience with ServiceNow and ITSM reporting. Strong communication and stakeholder management skills, including executive-facing communications. Ability to manage multiple priorities in a fast-paced, high-pressure environment. Preferred Qualifications ITIL Foundation or higher certification. Experience within banking, financial services, or other highly regulated environments. Familiarity with Power BI, SharePoint, Microsoft Teams, and M365 automation. Exposure to SRE practices, operational resilience, and service reliability metrics. What Success Looks Like Reduced recurring incidents through effective Problem Management. Improved RCA quality and closure timeliness. Greater operational visibility through automated dashboards and reporting. Reduced manual effort through workflow automation. Improved service stability, governance maturity, and stakeholder confidence.

Key Responsibilities

Key Responsibilities Govern Problem Management activities including RCA quality reviews, corrective action tracking, and recurrence reduction. Perform incident trend analysis to identify systemic issues and reliability improvement opportunities. Drive compliance with Incident, Problem, and Change Management processes. Develop and maintain KPI dashboards covering incident volumes, MTTR, SLA adherence, RCA completion, and recurring incident trends. Partner with Engineering and SRE teams to improve service reliability and operational readiness. Design and implement workflow automations using Microsoft Power Automate to reduce manual effort and improve governance processes. Create automated reporting, notification, escalation, and tracking solutions leveraging Microsoft 365, SharePoint, Teams, and ServiceNow data sources. Support continuous improvement initiatives focused on automation, efficiency, and operational excellence. Required Skills & Experience 5+ years of experience in Incident Management, Problem Management, or ITSM Governance. Strong understanding of ITIL Incident, Problem, and Change Management disciplines. Experience coordinating Major Incidents in complex enterprise environments. Proven experience conducting RCA reviews and driving corrective action programs. Strong analytical skills with experience identifying recurring trends and operational risks. Hands-on experience with Microsoft Power Automate and workflow automation. Experience with ServiceNow and ITSM reporting. Strong communication and stakeholder management skills, including executive-facing communications. Ability to manage multiple priorities in a fast-paced, high-pressure environment. Preferred Qualifications ITIL Foundation or higher certification. Experience within banking, financial services, or other highly regulated environments. Familiarity with Power BI, SharePoint, Microsoft Teams, and M365 automation. Exposure to SRE practices, operational resilience, and service reliability metrics. What Success Looks Like Reduced recurring incidents through effective Problem Management. Improved RCA quality and closure timeliness. Greater operational visibility through automated dashboards and reporting. Reduced manual effort through workflow automation. Improved service stability, governance maturity, and stakeholder confidence.

Skill Requirements

Key Responsibilities Govern Problem Management activities including RCA quality reviews, corrective action tracking, and recurrence reduction. Perform incident trend analysis to identify systemic issues and reliability improvement opportunities. Drive compliance with Incident, Problem, and Change Management processes. Develop and maintain KPI dashboards covering incident volumes, MTTR, SLA adherence, RCA completion, and recurring incident trends. Partner with Engineering and SRE teams to improve service reliability and operational readiness. Design and implement workflow automations using Microsoft Power Automate to reduce manual effort and improve governance processes. Create automated reporting, notification, escalation, and tracking solutions leveraging Microsoft 365, SharePoint, Teams, and ServiceNow data sources. Support continuous improvement initiatives focused on automation, efficiency, and operational excellence. Required Skills & Experience 5+ years of experience in Incident Management, Problem Management, or ITSM Governance. Strong understanding of ITIL Incident, Problem, and Change Management disciplines. Experience coordinating Major Incidents in complex enterprise environments. Proven experience conducting RCA reviews and driving corrective action programs. Strong analytical skills with experience identifying recurring trends and operational risks. Hands-on experience with Microsoft Power Automate and workflow automation. Experience with ServiceNow and ITSM reporting. Strong communication and stakeholder management skills, including executive-facing communications. Ability to manage multiple priorities in a fast-paced, high-pressure environment. Preferred Qualifications ITIL Foundation or higher certification. Experience within banking, financial services, or other highly regulated environments. Familiarity with Power BI, SharePoint, Microsoft Teams, and M365 automation. Exposure to SRE practices, operational resilience, and service reliability metrics. What Success Looks Like Reduced recurring incidents through effective Problem Management. Improved RCA quality and closure timeliness. Greater operational visibility through automated dashboards and reporting. Reduced manual effort through workflow automation. Improved service stability, governance maturity, and stakeholder confidence.

Other Requirements

Key Responsibilities Govern Problem Management activities including RCA quality reviews, corrective action tracking, and recurrence reduction. Perform incident trend analysis to identify systemic issues and reliability improvement opportunities. Drive compliance with Incident, Problem, and Change Management processes. Develop and maintain KPI dashboards covering incident volumes, MTTR, SLA adherence, RCA completion, and recurring incident trends. Partner with Engineering and SRE teams to improve service reliability and operational readiness. Design and implement workflow automations using Microsoft Power Automate to reduce manual effort and improve governance processes. Create automated reporting, notification, escalation, and tracking solutions leveraging Microsoft 365, SharePoint, Teams, and ServiceNow data sources. Support continuous improvement initiatives focused on automation, efficiency, and operational excellence. Required Skills & Experience 5+ years of experience in Incident Management, Problem Management, or ITSM Governance. Strong understanding of ITIL Incident, Problem, and Change Management disciplines. Experience coordinating Major Incidents in complex enterprise environments. Proven experience conducting RCA reviews and driving corrective action programs. Strong analytical skills with experience identifying recurring trends and operational risks. Hands-on experience with Microsoft Power Automate and workflow automation. Experience with ServiceNow and ITSM reporting. Strong communication and stakeholder management skills, including executive-facing communications. Ability to manage multiple priorities in a fast-paced, high-pressure environment. Preferred Qualifications ITIL Foundation or higher certification. Experience within banking, financial services, or other highly regulated environments. Familiarity with Power BI, SharePoint, Microsoft Teams, and M365 automation. Exposure to SRE practices, operational resilience, and service reliability metrics. What Success Looks Like Reduced recurring incidents through effective Problem Management. Improved RCA quality and closure timeliness. Greater operational visibility through automated dashboards and reporting. Reduced manual effort through workflow automation. Improved service stability, governance maturity, and stakeholder confidence.

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. 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 June 2026totaled $14.8billion.