Senior Technical Support Specialist
Technology, Data & Digital · IT Infrastructure & Security · DevOps · Data Analysis · Business Intelligence
In short
We are seeking an experienced Incident Manager to join our Platform as a Service (PaaS) team, focused on delivering Pega as a Service. This role involves managing incidents, ensuring service stability, and improving incident management processes using ITIL best practices and ServiceNow. The ideal candidate will have proven experience in incident management within a complex IT environment.
Responsibilities
- Act as the primary point of contact for all major incidents impacting Pega PaaS services.
- Coordinate and lead incident triaging and resolution efforts across multiple devops teams and stakeholders.
- Ensure adherence to ITIL best practices for incident management.
- Maintain accurate and timely incident records in ServiceNow.
- Develop and maintain dashboards and reports to monitor incident trends and performance metrics.
- Collaborate with devops teams and business teams to prevent recurrence of incidents.
- Participate in post-incident reviews and drive root cause analysis.
- Contribute to continuous improvement initiatives for incident and problem management processes.
Requirements
- Proven experience in Incident Management within a complex IT environment.
- ITIL certification (Foundation or higher) strongly preferred.
- Hands-on experience with ServiceNow or similar ITSM platforms, including dashboard and reporting capabilities.
- Strong communication and collaboration skills, with the ability to manage stakeholders under pressure.
Desired Qualifications
- Experience with Platform as a Service (PaaS) or enterprise platforms (e.g., Pega) or Java applications at scale.
- Prior exposure to Java-based applications, low-code platforms or related technologies.
- Knowledge of Business Intelligence tools (e.g., Power BI) for advanced reporting and analytics.
- Familiarity with virtualized, cloud or containerized environments is a plus.
Benefits
- Supercharge your potential at HCLTech.
- Find your career and spark.
- A place that knows that helping its customers stay on top starts by putting its people first.
- Global technology company with over 223,000 people across 60 countries.
- Industry-leading capabilities centered around digital, engineering, cloud and AI.
- Broad portfolio of technology services and products.
- Work with clients across all major verticals including 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 2026 totaled $14.8 billion.
#Incident Management#Pega#ITIL#ServiceNow#DevOps#PaaS#Enterprise Platforms#Low-code Platforms#Business Intelligence#Power BI#Cloud#Containerization
Company
HCLTech
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Senior
Locations
Nagpur, India
Applicants
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