SME - Incident Management, ServiceNow

HCL Technologies Limited; Lucknow; On-site; INR 900,000 - 1,300,000; Full time

Job summary

HCL Technologies Limited is seeking a Tools & Automation Engineer to enhance operational efficiency through the development and maintenance of automation tools, with a focus on asset management and ITIL processes. You will work collaboratively to deliver high-quality code, support existing projects, respond to client requests, mentor team members, and ensure solutions align with quality and cost standards.

The role demands strong incident management capabilities and proficiency with ServiceNow

Qualifications

• Experience delivering automation solutions and tooling supporting ITIL processes.
• Knowledge of asset management practices and cost-quality trade-offs.
• Ability to write clean, maintainable code and document procedures.

Responsibilities

• Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents By Utilizing Itil Frameworks And Incident Management Best Practices, Adhering Strictly To Agreed Slas.
• Mentor Administrators And Team Members By Preparing Standard Operating Procedures And Maintaining Effective Documentation, While Actively Engaging In Knowledge Sharing Within The Team.
• Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, While Contributing To Capacity Planning Initiatives To Optimize Resource Allocation.
• Foster Positive Customer Relationships By Actively Participating In Customer Meetings To Understand Issues And Provide Solutions That Enhance Overall Satisfaction.
• Conduct Thorough Analyses, Including Root Cause And Trend Analyses, And Prepare Reports To Present Findings To Key Business Stakeholders, Supporting Continuous Performance Improvement.

Skills

Incident Management

ITIL Best Practices

ServiceNow

BMC Remedy

CA Service Desk

Analytical Skills

Stakeholder communication

Education

ITIL Foundation Certification

ServiceNow Administrator Certification (optional)

Tools

ServiceNow

BMC Remedy

CA Service Desk

Job description

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

• Ensure On-Time Resolution And Quality Compliance Of Escalated Incidents By Utilizing Itil Frameworks And Incident Management Best Practices, Adhering Strictly To Agreed Slas.
• Mentor Administrators And Team Members By Preparing Standard Operating Procedures And Maintaining Effective Documentation, While Actively Engaging In Knowledge Sharing Within The Team.
• Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, While Contributing To Capacity Planning Initiatives To Optimize Resource Allocation.
• Foster Positive Customer Relationships By Actively Participating In Customer Meetings To Understand Issues And Provide Solutions That Enhance Overall Satisfaction.
• Conduct Thorough Analyses, Including Root Cause And Trend Analyses, And Prepare Reports To Present Findings To Key Business Stakeholders, Supporting Continuous Performance Improvement.

Skill Requirements

• Strong Understanding Of Incident Management Principles And Itil Best Practices
• Proficiency In Service Management Tools Such As Servicenow, Bmc Remedy, Or Ca Service Desk
• Excellent Analytical Skills For Conducting Root Cause And Trend Analyses
• Effective Communication And Presentation Skills To Engage With Stakeholders

Other Requirements

• Itil Foundation Certification Is Preferred
• Servicenow Administrator Certification Is Optional But Valuabl

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.