SeniorAdministrator - Incident Management, ServiceNow
India
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Job Description
SeniorAdministrator - Incident Management, ServiceNow
Nagpur, Maharashtra

Job Summary

1) Incident Manager – Service Integrator – (L2) a) Act as the escalation point for unresolved Incidents b) Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA c) Trending of incidents across providers d) Escalation of Incidents and issues to Customer e) Manage Major Incidents or situations across providers f) Implementation and maintenance of the ITSM platform, processes and procedures across the internal organisations and external providers (as appropriate) g) Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting and tracking and resolution h) Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities. i) Identify and implement process improvements and ITSM platform/integration enhancements j) Approve non-critical / non-commercial Requests (as may be agreed with the customer) k) Take overall responsibility for Request Fulfilment - receive, coordinate, plan, schedule, monitor and report on all Requests. l) Ensure that all Service Providers’ participation in the Request Fulfilment process complies with policy and meets agreed service levels m) Implement Requests on the self-service portal and associated workflows as agreed by the Customer n) Provide guidance to internal and external Service Providers in fulfilling their Request Management roles and responsibilities. Skill Profile: • ITIL Foundation is a must, ITIL Intermediate is preferred • Exceptional Customer service skills and client focus • Coordination, negotiation, and persuasion skills • Ability to work with all levels of client and internal resources • Strong oral and written communication skills with the ability to communicate technical information in non-technical language 2) advantageous Organizational and time management skills

Key Responsibilities

1) Incident Manager – Service Integrator – (L2) a) Act as the escalation point for unresolved Incidents b) Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA c) Trending of incidents across providers d) Escalation of Incidents and issues to Customer e) Manage Major Incidents or situations across providers f) Implementation and maintenance of the ITSM platform, processes and procedures across the internal organisations and external providers (as appropriate) g) Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting and tracking and resolution h) Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities. i) Identify and implement process improvements and ITSM platform/integration enhancements j) Approve non-critical / non-commercial Requests (as may be agreed with the customer) k) Take overall responsibility for Request Fulfilment - receive, coordinate, plan, schedule, monitor and report on all Requests. l) Ensure that all Service Providers’ participation in the Request Fulfilment process complies with policy and meets agreed service levels m) Implement Requests on the self-service portal and associated workflows as agreed by the Customer n) Provide guidance to internal and external Service Providers in fulfilling their Request Management roles and responsibilities. Skill Profile: • ITIL Foundation is a must, ITIL Intermediate is preferred • Exceptional Customer service skills and client focus • Coordination, negotiation, and persuasion skills • Ability to work with all levels of client and internal resources • Strong oral and written communication skills with the ability to communicate technical information in non-technical language 2) advantageous Organizational and time management skills

Skill Requirements

1) Incident Manager – Service Integrator – (L2) a) Act as the escalation point for unresolved Incidents b) Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA c) Trending of incidents across providers d) Escalation of Incidents and issues to Customer e) Manage Major Incidents or situations across providers f) Implementation and maintenance of the ITSM platform, processes and procedures across the internal organisations and external providers (as appropriate) g) Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting and tracking and resolution h) Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities. i) Identify and implement process improvements and ITSM platform/integration enhancements j) Approve non-critical / non-commercial Requests (as may be agreed with the customer) k) Take overall responsibility for Request Fulfilment - receive, coordinate, plan, schedule, monitor and report on all Requests. l) Ensure that all Service Providers’ participation in the Request Fulfilment process complies with policy and meets agreed service levels m) Implement Requests on the self-service portal and associated workflows as agreed by the Customer n) Provide guidance to internal and external Service Providers in fulfilling their Request Management roles and responsibilities. Skill Profile: • ITIL Foundation is a must, ITIL Intermediate is preferred • Exceptional Customer service skills and client focus • Coordination, negotiation, and persuasion skills • Ability to work with all levels of client and internal resources • Strong oral and written communication skills with the ability to communicate technical information in non-technical language 2) advantageous Organizational and time management skills

Other Requirements

1) Incident Manager – Service Integrator – (L2) a) Act as the escalation point for unresolved Incidents b) Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA c) Trending of incidents across providers d) Escalation of Incidents and issues to Customer e) Manage Major Incidents or situations across providers f) Implementation and maintenance of the ITSM platform, processes and procedures across the internal organisations and external providers (as appropriate) g) Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting and tracking and resolution h) Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities. i) Identify and implement process improvements and ITSM platform/integration enhancements j) Approve non-critical / non-commercial Requests (as may be agreed with the customer) k) Take overall responsibility for Request Fulfilment - receive, coordinate, plan, schedule, monitor and report on all Requests. l) Ensure that all Service Providers’ participation in the Request Fulfilment process complies with policy and meets agreed service levels m) Implement Requests on the self-service portal and associated workflows as agreed by the Customer n) Provide guidance to internal and external Service Providers in fulfilling their Request Management roles and responsibilities. Skill Profile: • ITIL Foundation is a must, ITIL Intermediate is preferred • Exceptional Customer service skills and client focus • Coordination, negotiation, and persuasion skills • Ability to work with all levels of client and internal resources • Strong oral and written communication skills with the ability to communicate technical information in non-technical language 2) advantageous Organizational and time management skills
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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 December 2026 totaled $14.7 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.