Senior Administrator - Incident Management, ServiceNow

Technology, Data & Digital · Software & Web Development · Software Engineering

In short

The Senior Administrator - Incident Management, ServiceNow position in Gautam Buddha Nagar, Uttar Pradesh, India focuses on enhancing operational efficiency through automation tools, asset management, and ITIL processes. The role involves providing advanced technical support, leading value-adding activities, and resolving complex service tickets within SLAs.

Responsibilities

Provide advanced technical support adhering to quality standards and regulatory requirements in Incident Management processes.
Support complex incidents by performing root cause analysis and implementing solutions using ITIL best practices and tools like ServiceNow and BMC Remedy.
Lead value-adding activities such as updating and managing the Knowledge Base, training new team members, and coaching analysts.
Resolve complex service tickets within agreed SLAs, collaborating with cross-functional support teams.
Drive customer satisfaction and Csat by achieving first call resolution and minimizing rejected resolutions and case reopens.
Proactively mitigate potential security threats.

Requirements

In-depth knowledge of Incident Management processes and ITIL frameworks.
Proficient in using ServiceNow, BMC Remedy, and CA Service Desk for incident tracking and resolution.
Solid understanding of troubleshooting techniques and root cause analysis methodologies.
Familiarity with security protocols and practices related to incident management.

Desired Qualifications

ITIL Foundation Certification is optional but valuable.
Certifications in ServiceNow Administration or BMC Remedy Administration are recommended.

Benefits

Supercharge your potential at HCLTech.
Find your career and your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

ServiceNowBMC RemedyITILIncident ManagementTroubleshootingRoot Cause AnalysisSecurity ProtocolsCA Service Desk

#ITIL#Incident Management#ServiceNow#BMC Remedy#Tools & Automation Engineer#Asset Management#Gautam Buddha Nagar

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, 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 September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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