Track Manager - Critical Incident Management

HCL Technologies Limited; United States; On-site; USD 110,000 - 170,000; Full time

Job summary

HCL Technologies Limited seeks a Track Manager to oversee critical incident management in large-scale IT operations in the United States. You will lead incident resolution, optimize workflows, and guide teams through escalations and root-cause analyses to restore service quickly.

You will mentor staff, drive automation, and leverage ITSM tools to improve SLA adherence and client satisfaction while aligning processes with evolving business needs and compliance standards.

Qualifications

• Extensive experience administering ServiceNow with advanced configuration.
• Proficient in BMC Remedy and CA Service Desk for ITSM operations.
• Ability to analyze, optimize, and automate incident management workflows.
• Strong mentoring and communication skills for technical teams.
• Deep understanding of ITIL processes and service management best practices.
• Analytical problem-solving skills for incident trend analysis and process improvement.

Responsibilities

• Lead end-to-end critical incident management using ServiceNow and BMC Remedy, ensuring rapid resolution and SLA adherence.
• Drive process optimization and automation initiatives in SNOW Admin with advanced workflows and reporting.
• Provide expert guidance on escalation, root cause analysis, and service restoration using CA Service Desk and Avanti.
• Mentor team members and share best practices in incident handling and communication protocols.
• Analyze incident trends and develop strategic solutions for recurring issues using ITSM tools and data analytics.
• Collaborate with stakeholders to align incident management with evolving business requirements and compliance standards.
• Identify and integrate new tools or methodologies within SNOW Admin and related ITSM platforms to drive progress.

Skills

ServiceNow Administration

BMC Remedy

CA Service Desk

Avanti ITSM

Incident Management Automation

ITIL Best Practices

Tools

ServiceNow

BMC Remedy

CA Service Desk

Avanti

Job description

Career Opportunities: Track Manager - Critical Incident Management (180324)

Requisition ID180324-Posted10/23/2026

This role oversees the management and resolution of critical incidents within large-scale IT operations, leveraging advanced expertise in ITSM tools to ensure service continuity, SLA adherence, and process optimization. The position empowers teams, drives operational excellence, and introduces innovative solutions to enhance business outcomes and client satisfaction.

Key Responsibilities

• 1. Lead end-to-end critical incident management using ServiceNow and BMC Remedy, ensuring rapid resolution of high-impact incidents and adherence to client SLAs.
• 2. Drive process optimization and automation initiatives in SNOW Admin by implementing advanced workflows, integrations, and reporting for enhanced operational efficiency.
• 3. Provide expert guidance to support teams on critical incident escalation, root cause analysis, and service restoration using CA Service Desk and Avanti platforms.
• 4. Mentor and empower team members by sharing best practices in incident handling, communication protocols, and continuous service improvement.
• 5. Analyze incident trends and develop strategic solutions for recurring issues, leveraging ITSM toolsets and data analytics to inform business process enhancements.
• 6. Collaborate with internal stakeholders to align incident management processes with evolving business requirements and compliance standards.
• 7. Champion innovation by identifying and integrating new tools or methodologies within SNOW Admin and related ITSM platforms to drive operational progress.

Skill Requirements

• 1. Excellent Knowledge Of Servicenow (Snow) Administration And Advanced Configuration.
• 2. Advanced Skills In Bmc Remedy, Ca Service Desk, And Avanti For Itsm Operations.
• 3. Excellent Ability To Analyze, Optimize, And Automate Incident Management Workflows.
• 4. Advanced Proficiency In Mentoring Teams And Communicating Technical Information Effectively.
• 5. Excellent Understanding Of Itil Processes And Service Management Best Practices.
• 6. Advanced Analytical And ProblemSolving Skills For Incident Trend Analysis And Process Improvement.

Other Requirements

• 1. ITIL Expert or ITIL Managing Professional certification (optional but valuable).
• 2. ServiceNow Certified System Administrator (optional but valuable).
• 3. BMC Certified Administrator (optional but valuable)