SME - Critical Incident Management
India
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Job Description
SME - Critical Incident Management
Sholinganallur, Tamil Nadu

Job Summary

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

Key Responsibilities

Provide Advanced Technical Support For Critical Incidents By Applying Itil Methodologies And Conducting Thorough Root Cause Analysis To Resolve Technical And Security Issues Effectively. 2. Collaborate With Analysts To Address Escalated Incidents, Ensuring Timely Resolution Within Agreed Slas While Maintaining High Standards Of Service Quality. 3. Manage And Update The Knowledge Base By Documenting Solutions And Best Practices, Facilitating Training Sessions For New Team Members, And Coaching Analysts On Effective Incident Resolution Techniques. 4. Implement Proactive Measures To Enhance Operational Security And Mitigate Risks By Coordinating With Various Support Teams And Ensuring Compliance With Quality Standards And Regulatory Requirements. 5. Drive Positive Customer Experiences By Achieving First Call Resolution Targets, Minimizing Rejected Resolutions And Case Reopenings, And Ensuring A High Level Of Customer Satisfaction Through Effective Communication And Support. Skill Requirements 1. Strong Proficiency In Critical Incident Management And Itil Frameworks. 2. In-Depth Knowledge Of Snow Administration, Bmc Remedy, Ca Service Desk, And Avanti Tools. 3. Excellent Problem-Solving Skills And The Ability To Analyze Complex Technical Issues. 4. Solid Understanding Of Service Quality Standards And Operational Best Practices

Skill Requirements

Other Requirements 1. Itil Foundation Certification Is Recommended But Not Mandatory. 2. Relevant Certifications In Service Desk Management Or Incident Management Are Optional But Valuable

Other Requirements

Other Requirements 1. Itil Foundation Certification Is Recommended But Not Mandatory. 2. Relevant Certifications In Service Desk Management Or Incident Management Are Optional But Valuable
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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.