Senior Incident Manager, ServiceNow & ITIL Expert

HCL Technologies Limited; Paris; Sur place; EUR 60 000 - 90 000; Plein temps

Résumé du poste

HCL Technologies Limited in Paris seeks a Senior Administrator - Incident Management to oversee ServiceNow-driven incident handling and ITIL-aligned processes. You will manage complex incidents, strive for first-time resolution, and contribute to the knowledge base to uplift service quality.

The role emphasizes automation, asset management, and compliance, delivering high-quality code and supporting client requests within a global IT services framework.

Qualifications

• Experience in incident management processes and ITIL.
• Proficient with ServiceNow, BMC Remedy, and CA Service Desk.
• Strong troubleshooting skills and root cause analysis.
• Understanding of security protocols related to incident management.
• Certifications like ITIL Foundation valuable.

Responsabilités

• Provide advanced technical support respecting quality standards and regulatory requirements in incident management.
• Support complex incidents escalated by analysts with root cause analysis and ITIL-based solutions.
• Lead activities like updating the knowledge base, training new team members, and coaching analysts.
• Resolve complex service tickets within SLAs, coordinating with cross-functional teams for seamless operations.
• Drive CSAT by achieving first call resolution and proactive security threat mitigation.

Connaissances

Incident Management

ITIL Frameworks

ServiceNow

BMC Remedy

CA Service Desk

Troubleshooting

Security Practices

Formation

ITIL Foundation Certification

ServiceNow Administration Certification

Outils

ServiceNow

BMC Remedy

CA Service Desk

Description du poste

HCL Technologies Limited in Paris seeks a Senior Administrator - Incident Management to oversee ServiceNow-driven incident handling and ITIL-aligned processes. You will manage complex incidents, strive for first-time resolution, and contribute to the knowledge base to uplift service quality.

The role emphasizes automation, asset management, and compliance, delivering high-quality code and supporting client requests within a global IT services framework.