Track Lead - Critical Incident Management
India
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Job Description
Track Lead - Critical Incident Management
Noida, Uttar Pradesh

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

1. Enhance Operational Systems By Implementing Itil Best Practices And Optimizing Incident Management Processes Using Tools Like Bmc Remedy And Servicenow, Thereby Improving Management Reporting And Information Flow.
2. Analyze Client Requirements And Ensure The Support Team Meets Service Level Agreements Through Effective Use Of Itil Frameworks And Tools, Driving Accountability And High-Quality Service Delivery.
3. Lead And Mentor The Project Team In Critical Incident Management Practices, Ensuring Clear Communication Of Project Goals And Fostering A Culture Of Continuous Improvement.
4. Drive Innovation By Identifying And Proposing New Ideas For Process Development, Leveraging Automation Tools To Enhance Operational Efficiency And Overall Organizational Progress.
5. Develop And Implement Tailored Solutions That Address Customer Needs Within The Operational Environment While Ensuring Alignment With Business Objectives And Driving Positive Business Results.

Skill Requirements

1. Proficient In Critical Incident Management And Itil Methodologies.
2. Strong Knowledge Of Tools Such As Servicenow, Bmc Remedy, And Ca Service Desk.
3. Excellent Problem-Solving Skills And Ability To Drive Process Improvements.
4. Strong Leadership And Team Management Capabilities.
5. Familiarity With Automation Tools And Their Application In Operational Processes.

Other Requirements

1. Itil Certification Is Required.
2. Servicenow Or Bmc Remedy Certifications 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.