Lead Administrator (Tools & Automation)
India
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Job Description
Lead Administrator (Tools & Automation)
Nagpur, Maharashtra

Job Summary

Coordinate end-to-end lifecycle of incidents (logging to closure)Ensure timely resolution within SLA and minimize business impact. Drive major incident (P1/P2) bridge calls, engage resolver teams, and track progressValidate incident categorization, prioritization, and escalationProvide regular status updates to stakeholders/business usersEnsure proper documentation and closure validation

Key Responsibilities

Responsible for coordinating end-to-end incident resolution and supporting problem management activities to ensure minimal business impact, faster service restoration, and continuous service improvement.

This role acts as a bridge between service desk, resolver groups, and stakeholders, ensuring adherence to ITIL processes, SLA compliance, and effective communication

Skill Requirements

Strong knowledge of ITIL (Incident, Problem Management)Experience with ServiceNow or similar ITSM tools .Excellent stakeholder communication & coordination skillsStrong analytical and problem-solving ability Ability to handle high-pressure major incident situationsUnderstanding of SLA, KPI, and service reporting

Other Requirements

Works closely with IMRB/PRB governance forumsAligns with your continuous improvement initiatives (trend reduction, RCA quality, KI usage)Supports your structured reporting & dashboards
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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 226,300 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 December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.