SeniorAdministrator - Incident Management, ServiceNow

HCLTech; Greater Noida; On-site; INR 700,000 - 1,100,000; Full time

Job summary

HCL Technologies Limited in India is seeking a Senior Administrator - Incident Management focused on ServiceNow to strengthen our IT Services team. The role emphasizes incident management, ITIL-aligned processes, and developing automation tools to boost efficiency and quality.

You will work with ServiceNow, BMC Remedy, and CA Service Desk for incident tracking, perform root-cause analysis, update knowledge bases, and train analysts.

Qualifications

• Experience in incident management and ITIL frameworks.
• Proficient with ServiceNow, BMC Remedy, and CA Service Desk for incident tracking.
• Strong troubleshooting and root cause analysis skills.
• Familiarity with security practices in incident management.

Responsibilities

• Provide advanced technical support while adhering to quality standards and regulatory requirements in incident management.
• Support complex incidents escalated by analysts with root cause analysis and effective solutions using ITIL best practices.
• Lead knowledge base updates, train new team members, and coach analysts to enhance capabilities.
• Resolve complex service tickets within SLAs, collaborating with cross-functional teams to ensure smooth operations and strong security posture.
• Drive CSAT by achieving first call resolution and minimizing reopens and rejected resolutions.

Skills

Incident management

ITIL frameworks

ServiceNow

BMC Remedy

CA Service Desk

Root cause analysis

Troubleshooting

Security awareness

Knowledge base

Coaching analysts

Education

ITIL Foundation Certification

ServiceNow Administration Certification

BMC Remedy Administration Certification

Tools

ServiceNow

BMC Remedy

CA Service Desk

Job description

Career Opportunities: SeniorAdministrator - Incident Management, ServiceNow (68194)

Requisition ID68194-Posted11/06/2026

The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

• 1. Provide Advanced Technical Support By Adhering To Quality Standards And Regulatory Requirements, Ensuring Compliance With Company Policies In Incident Management Processes.
• 2. Support Complex Incidents Escalated By Analysts By Performing Root Cause Analysis And Implementing Effective Solutions Using Itil Best Practices And Tools Like Servicenow And Bmc Remedy.
• 3. Lead Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Capabilities.
• 4. Resolve Complex Service Tickets Within Agreed Slas, Collaborating With Cross-Functional Support Teams To Ensure Seamless Operations And A Robust Security Posture.
• 5. Drive Customer Satisfaction And Csat By Achieving First Call Resolution, Minimizing Rejected Resolutions And Case Reopens, While Proactively Mitigating Potential Security Threats.

Skill Requirements

• 1. In-Depth Knowledge Of Incident Management Processes And Itil Frameworks.
• 2. Proficient In Using Servicenow, Bmc Remedy, And Ca Service Desk For Incident Tracking And Resolution.
• 3. Solid Understanding Of Troubleshooting Techniques And Root Cause Analysis Methodologies.
• 4. Familiarity With Security Protocols And Practices Related To Incident Management.

Other Requirements

• 1. Itil Foundation Certification Is Optional But Valuable.
• 2. Certifications In Servicenow Administration Or Bmc Remedy Administration Are Recommended