Subject Matter Expert (Tools&Automation)
India
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Job Description
Subject Matter Expert (Tools&Automation)
Gautam Buddha Nagar, Uttar Pradesh

Job Summary

Job Role : Track Lead - Incident Management, ServiceNow
Job Summary : responsible for the end-to-end lifecycle of IT services. This role ensures rapid restoration of services, controls infrastructural changes, fulfills user requests, and eliminates the root causes of recurring issues to maintain business continuity
Job Responsibilities : Core Roles & Responsibilities by Function 1. Incident Management (Restore Services)Focuses on returning IT operations to normal as quickly as possible following an unplanned interruption.Responsibilities: Leads major incident bridges, manages escalations, and ensures clear communication with stakeholders during outages.Ensures tickets are logged, prioritized, and resolved within Service Level Agreements (SLAs). 2. Problem Management (Prevent Future Issues)Focuses on investigating the underlying root causes of incidents to prevent them from recurring.Responsibilities: Performs data analysis on incident trends and conducts Root Cause Analysis (RCA).Develops long-term workarounds and permanent solutions. 3. Change Management (Safeguard Infrastructure)Governs how modifications to IT infrastructure, software, or services are assessed, approved, and implemented.Responsibilities: Manages the Change Advisory Board (CAB).Assesses the risk and impact of changes to minimize downtime and prevent unauthorized alterations. 4. Service Request Management (Handle Routine Tasks)Manages the fulfillment of predefined, routine user requests (e.g., password resets, software provisioning, or hardware access).
Skill Requirement : Responsibilities: Streamlines workflows, maintains service catalogs, and ensures high user satisfaction through automation and self-service.Qualifications & ExperienceEducation: Bachelor’s Degree in Information Technology, Computer Science, or a related field.Certifications: ITIL 4 Foundation (mandatory), with preference for ITIL Specialist/Strategist certifications.Experience: 5+ years in IT Service Management (ITSM), utilizing enterprise ticketing systems like ServiceNow or Jira Service Management.Soft Skills: High-pressure decision-making, stakeholder communication, and analytical problem-solving.
Other Requirement : responsible for the end-to-end lifecycle of IT services. This role ensures rapid restoration of services, controls infrastructural changes, fulfills user requests, and eliminates the root causes of recurring issues to maintain business continuity

To ensure on-time resolution of escalations/incidents through efficient analysis as per the SLA and quality norms and ensure positive customer satisfaction.

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA
2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.
3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning
4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced
5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

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Other Requirements

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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.