Subject Matter Expert (Tools&Automation)

HCL Technologies Limited; Dadri; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

HCL Technologies Limited seeks a Subject Matter Expert (Tools & Automation) in Dadri, Uttar Pradesh. The successful candidate will have experience in automating TSP requests and providing guidance to team members while ensuring on-time resolution of incidents according to SLA standards.

Your role will involve migrating automation processes to ServiceNow and validating operational analyses while maintaining positive customer satisfaction through active engagement.

Qualifications

• Proficiency in Powershell and familiarity with batch and Python scripting.
• Experience with ITSM workflows and ServiceNow integrations.
• Understanding of automation tools and AIOps.

Responsibilities

• Handle new TSP automation requests and develop processes.
• Provide mentorship to L2 team members and support for BAU operations.
• Migrate TSP automation to ServiceNow and ensure SLA compliance.
• Facilitate communication with business stakeholders and validate analyses.

Skills

MS Scorch (SCO)

VMware VRO orchestration

Powershell

Python scripting

ITSM workflows

ServiceNow integration

AIOps/AgenticAI

Job description

Subject Matter Expert (Tools & Automation) – Noida, Uttar Pradesh.

Job Summary

Ensure on‑time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.

Key Responsibilities

• Handle new TSP automation requests (Design and develop).
• Provide guidance and mentorship to L2 team members as needed.
• Provide escalation support for BAU operations when issues cannot be resolved by the L2 team.
• Work with ESM team to migrate the TSP automation from BMC to ServiceNow.
• Ensure on‑time resolution and quality compliance of escalated tickets/incident as per the agreed SLA.
• Perform value‑addition activities such as mentoring administrators, preparing SOPs, maintaining documentation, and knowledge sharing; act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as required.
• Validate Change Order Implementation Plan & Human Error Compliance and participate in capacity planning.
• Ensure positive customer feedback & satisfaction through active participation in customer meetings.
• Validate analyses (root‑cause analysis, trend analysis) and reports to facilitate performance, presenting findings to key business stakeholders.

Skill Requirements

• MS Scorch (SCO), VMware VRO orchestration.
• Powershell (main), batch and python scripting.
• Understanding of ITSM workflows and ServiceNow integration.
• AIOps/AgenticAI.