Engineer - Incident Management, ServiceNow
India
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Job Description
Engineer - Incident Management, ServiceNow
Madurai, Tamil Nadu

Job Summary

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.

 Monitor servers, applications, databases, networks, and cloud resources using monitoring tools. Analyze alerts and events, perform first-level troubleshooting, and escalate issues to relevant support teams. Ensure proactive monitoring of infrastructure and application performance. Manage event correlation, automated alerting, and incident creation. Create and maintain monitoring dashboards, reports, and health-check procedures. Identify recurring issues and recommend automation or permanent fixes. Maintain monitoring documentation, SOPs, and knowledge articles. Support incident, change, and problem management activities through ServiceNow or similar ITSM tools. Participate in shift operations and major incident management activities.

Key Responsibilities

1. Develop And Implement Automation Scripts Using Itil Practices And Incident Management Frameworks, Ensuring Efficient Handling Of Incidents In Servicenow And Bmc Remedy.
2. Maintain And Troubleshoot Existing Automation Tools, Resolving Issues To Ensure Seamless Functionality And Optimal Performance.
3. Collaborate With Clients To Understand New Feature Requests, Designing And Developing Enhancements In Avanti And Ca Service Desk Platforms.
4. Document Processes, Code Changes, And Incidents Effectively To Support Knowledge Sharing And Compliance With Itil Standards.

Experience with monitoring tools such as: Knowledge of Windows/Linux server administration. Understanding of networking concepts, cloud platforms (Azure/AWS), and IT infrastructure. Experience with incident management and ticketing tools (ServiceNow). SolarWinds SCOM Moogsoft Azure Monitor ServiceNow ITOM/Event Management

Experience with monitoring tools such as: Knowledge of Windows/Linux server administration. Understanding of networking concepts, cloud platforms (Azure/AWS), and IT infrastructure. Experience with incident management and ticketing tools (ServiceNow). SolarWinds SCOM Moogsoft Azure Monitor ServiceNow ITOM/Event Management

Skill Requirements

1. Basic Understanding Of Incident Management Principles And Itil Framework.
2. Familiarity With Servicenow, Bmc Remedy, Ca Service Desk, And Avanti Tools.
3. Fundamental Knowledge Of Scripting Languages Relevant To Automation Tasks.

SolarWinds SCOM Moogsoft Azure Monitor ServiceNow ITOM/Event Management

Other Requirements

1. Itil Foundation Certification (Optional But Valuable)

Alert response time Incident resolution time SLA compliance Monitoring coverage Reduction in repeat incidents Service availability and uptime
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Information at a Glance

Why HCLTech?

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 227,000 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 March 2026 totaled $14.7 billion.