Track Lead (Support & Operations)
India
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Job Description
Track Lead (Support & Operations)
Noida, Uttar Pradesh

Job Summary

Role Summary

The Scrum Master is responsible for facilitating Agile (Scrum) delivery for ServiceNow platform initiatives, ensuring teams deliver high‑quality ServiceNow solutions aligned to business priorities. This role acts as a servant‑leader to the Agile team, removes impediments, ensures adherence to Scrum principles, and enables effective collaboration between Product Owners, developers, platform admins, and enterprise stakeholders.

The Scrum Master also plays a key role in incident, service request (SR), and demand intake, ensuring operational and enhancement demands are appropriately routed through ServiceNow demand and backlog management processes.

Key Responsibilities

Key Responsibilities 1. Scrum & Agile Ceremonies Facilitation Facilitate and time‑box all Scrum ceremonies including: Sprint Planning Daily Stand‑ups Sprint Reviews / Demos Sprint Retrospectives Ensure ceremonies are effective, outcome‑oriented, and aligned to Scrum best practices. Coach the team to self‑organize and maintain predictable sprint execution. 2. ServiceNow Demand, Incident & SR Management Coordinate identification and triage of: Incidents Service Requests (SRs) Enhancement and transformation demands Ensure demands are: Clearly articulated Size‑estimated (story points / T‑shirt size) Routed through the ServiceNow Demand Management process Work with Product Owner and Platform Leads to: Convert approved demands into epics, features, and user stories Maintain a healthy, prioritized backlog within ServiceNow Agile / SPM modules Ensure operational work vs project work is transparently tracked and capacity‑planned. 3. Impediment & Dependency Management Proactively identify and remove impediments impacting sprint goals such as: Environment issues Access constraints Cross‑team dependencies SME availability Integration blockers (e.g., CMDB, monitoring, identity) Escalate risks and blockers early to leadership and governance forums. Track impediments and dependencies in ServiceNow or agreed Agile tools. 4. Sprint Execution & Scope Control Protect the sprint backlog from unplanned work and scope creep. Ensure sprint commitments are realistic and aligned with team capacity. Facilitate trade‑off discussions when urgent incidents or SRs interrupt sprint execution. Help the team balance: Platform stability (run) Enhancements (change) Strategic transfo

Skill Requirements

Role Summary The Scrum Master is responsible for facilitating Agile (Scrum) delivery for ServiceNow platform initiatives, ensuring teams deliver high‑quality ServiceNow solutions aligned to business priorities. This role acts as a servant‑leader to the Agile team, removes impediments, ensures adherence to Scrum principles, and enables effective collaboration between Product Owners, developers, platform admins, and enterprise stakeholders. The Scrum Master also plays a key role in incident, service request (SR), and demand intake, ensuring operational and enhancement demands are appropriately routed through ServiceNow demand and backlog management processes. Key Responsibilities 1. Scrum & Agile Ceremonies Facilitation Facilitate and time‑box all Scrum ceremonies including: Sprint Planning Daily Stand‑ups Sprint Reviews / Demos Sprint Retrospectives Ensure ceremonies are effective, outcome‑oriented, and aligned to Scrum best practices. Coach the team to self‑organize and maintain predictable sprint execution. 2. ServiceNow Demand, Incident & SR Management Coordinate identification and triage of: Incidents Service Requests (SRs) Enhancement and transformation demands Ensure demands are: Clearly articulated Size‑estimated (story points / T‑shirt size) Routed through the ServiceNow Demand Management process Work with Product Owner and Platform Leads to: Convert approved demands into epics, features, and user stories Maintain a healthy, prioritized backlog within ServiceNow Agile / SPM modules Ensure operational work vs project work is

Other Requirements

Key Responsibilities 1. Scrum & Agile Ceremonies Facilitation Facilitate and time‑box all Scrum ceremonies including: Sprint Planning Daily Stand‑ups Sprint Reviews / Demos Sprint Retrospectives Ensure ceremonies are effective, outcome‑oriented, and aligned to Scrum best practices. Coach the team to self‑organize and maintain predictable sprint execution. 2. ServiceNow Demand, Incident & SR Management Coordinate identification and triage of: Incidents Service Requests (SRs) Enhancement and transformation demands Ensure demands are: Clearly articulated Size‑estimated (story points / T‑shirt size) Routed through the ServiceNow Demand Management process Work with Product Owner and Platform Leads to: Convert approved demands into epics, features, and user stories Maintain a healthy, prioritized backlog within ServiceNow Agile / SPM modules Ensure operational work vs project work is transparently tracked and capacity‑planned. 3. Impediment & Dependency Management Proactively identify and remove impediments impacting sprint goals such as: Environment issues Access constraints Cross‑team dependencies SME availability Integration blockers (e.g., CMDB, monitoring, identity) Escalate risks and blockers early to leadership and governance forums. Track impediments and dependencies in ServiceNow or agreed Agile tools. 4. Sprint Execution & Scope Control Protect the sprint backlog from unplanned work and scope creep. Ensure sprint commitments are realistic and aligned with team capacity. Facilitate trade‑off discussions when urgent incidents or SRs interrupt sprint execution. Help the team balance: Platform stability (run) Enhancements (change) Strategic transfo
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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.