Track Lead - IT Operations Management, RESTful API, Angular
India
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Job Description
Track Lead - IT Operations Management, RESTful API, Angular
Noida, Uttar Pradesh

Job Summary

The Track Lead for Tools & Automation plays a pivotal role in operations management, focusing on continuous improvement and effective problem-solving. This position is vital for meeting client SLAs and empowering teams through robust people management practices. The Track Lead will leverage their expertise in SNOW - ITOM and Rest/Soap APIs to drive operational excellence and innovation within the organization.

Key Responsibilities

1. Enhance Operational Systems Using Snow - Itom To Improve Management Reporting, Streamline Information Flow, And Optimize Business Processes, Ensuring Alignment With Organizational Planning.
2. Analyze And Implement Rest/Soap Api Solutions To Understand Client Requirements And Guarantee That The Support Team Meets And Exceeds Client Expectations.
3. Lead And Mentor The Project Team, Employing Effective Communication Strategies To Ensure Clarity Of Project Goals And Deliverables.
4. Drive Innovation By Introducing New Ideas And Process Improvements, Fostering A Culture Of Continuous Development And Organizational Progress.
5. Provide Tailored Solutions Based On Client Needs Within The Existing Environment, Ensuring Delivery Of Business Results Through Strategic Problem-Solving.

Skill Requirements

1. Strong Understanding Of Snow Itom And Its Application In Operational Management
2. Proficient In Rest/Soap Apis And Their Integration For Client Requirements
3. Experience With Angular Js For Developing User-Friendly Interfaces
4. Excellent Problem-Solving And Analytical Skills
5. Strong Leadership And Mentoring Abilities

Other Requirements

Assess current ticket volumes and identify automation and self-service opportunities. \\\\r\\\\n\\\\r\\\\nDesign and implement ServiceNow Virtual Agent use cases for common IT requests and incidents (software, O365, SAP, mobile devices, conference rooms, password resets, etc.). \\\\r\\\\n\\\\r\\\\nEnable end-to-end request auto-fulfilment for standard catalogue items (software installs, access requests, VDI, Citrix, Webex, mobile services, Buy Now, etc.). \\\\r\\\\n\\\\r\\\\nDevelop smart catalogues / record producers to reduce free-text tickets and improve intake quality. \\\\r\\\\n\\\\r\\\\nTrack and report automation benefits (ticket deflection, effort savings, routing accuracy). \\\\r\\\\n\\\\r\\\\nRequired Skills \\\\r\\\\n\\\\r\\\\nCertifies skills to configure, implement, maintain, and administer ServiceNow Virtual Agent, including Natural Language Understanding (NLU) \\\\r\\\\n\\\\r\\\\nStrong hands-on experience with ServiceNow ITSM and Service Catalogue \\\\r\\\\n\\\\r\\\\nExperience with Virtual Agent, Flow Designer, and request automation \\\\r\\\\n\\\\r\\\\nKnowledge of ticket intake, categorization, and assignment/routing logic \\\\r\\\\n\\\\r\\\\nExperience integrating ServiceNow with enterprise tools (O365, SAP, Citrix, MDM – preferred) \\\\r\\\\n\\\\r\\\\n \\\\r\\\\n\\\\r\\\\nPreferred / Nice to Have \\\\r\\\\n\\\\r\\\\nExperience with large-scale Service Desk transformation and ticket deflection programs. \\\\r\\\\n\\\\r\\\\nExposure to automation governance models (control gates, monitoring, rollback strategy). \\\\r\\\\n\\\\r\\\\nServiceNow Virtual Agent MicroCertification is mandatory; CIS-ITSM/CAD certification preferred.
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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.