Track Lead - Incident Management, ServiceNow
India
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Job Description
Track Lead - Incident Management, ServiceNow
Chennai, Tamil Nadu

Job Summary

Service Desk Operations Manage daily Service Desk operations and support teams. Ensure incidents and service requests are handled within SLA targets. Monitor ticket queues, call volumes, response times, and service performance. Oversee Incident, Problem, and Change Management processes. Act as the escalation point for critical and major incidents. Coordinate with Level 2 and Level 3 support teams for issue resolution. [EXHIBIT B...- CLEAN vF | PDF], [HBC-HCL Se...5 - Signed | PDF], [KIF stampe...mpute & SD | PDF] Service Delivery & Governance Own customer service delivery and resource planning. Ensure adherence to ITIL-based service management processes. Conduct regular quality audits and service reviews. Drive continuous service improvement initiatives. Prepare and present operational and SLA performance reports to stakeholders. [EXHIBIT B...- CLEAN vF | PDF], [HBC-HCL Se...5 - Signed | PDF] Team Management Lead, mentor, and develop Service Desk analysts. Manage staffing, shift planning, and workload distribution. Conduct performance reviews and coaching sessions. Identify training needs and support skill development. [HBC-HCL Se...5 - Signed | PDF], [Responsibi...s of a SDM | Word] Customer & Stakeholder Management Serve as the primary contact for service-related escalations.

Key Responsibilities

 The Service Desk Manager is responsible for the end-to-end management of IT Service Desk operations, ensuring high-quality support services are delivered to users while meeting agreed Service Level Agreements (SLAs). The role provides leadership to service desk teams, manages incident escalation processes, drives operational excellence, and acts as the primary point of contact for service delivery governance.

Skill Requirements

 IT Service Management (ITSM) Incident & Major Incident Management SLA & KPI Management Team Leadership & People Management Customer Relationship Management Reporting & Analytics Vendor Management Continuous Service Improvement Communication & Conflict Resolution

Other Requirements

1. Itil Foundation Certification (Recommended)
2. Servicenow Administrator Certification (Optional But Valuable)
3. Bmc Remedy Certification (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 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 March 2026 totaled $14.7 billion.