Track Manager - Critical Incident Management
Malaysia
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Job Description
Track Manager - Critical Incident Management

Job Summary

This role oversees the management and resolution of critical incidents within large-scale IT operations, leveraging advanced expertise in ITSM tools to ensure service continuity, SLA adherence, and process optimization. The position empowers teams, drives operational excellence, and introduces innovative solutions to enhance business outcomes and client satisfaction.

Key Responsibilities

1. Lead end-to-end critical incident management using ServiceNow and BMC Remedy, ensuring rapid resolution of high-impact incidents and adherence to client SLAs.
2. Drive process optimization and automation initiatives in SNOW Admin by implementing advanced workflows, integrations, and reporting for enhanced operational efficiency.
3. Provide expert guidance to support teams on critical incident escalation, root cause analysis, and service restoration using CA Service Desk and Avanti platforms.
4. Mentor and empower team members by sharing best practices in incident handling, communication protocols, and continuous service improvement.
5. Analyze incident trends and develop strategic solutions for recurring issues, leveraging ITSM toolsets and data analytics to inform business process enhancements.
6. Collaborate with internal stakeholders to align incident management processes with evolving business requirements and compliance standards.
7. Champion innovation by identifying and integrating new tools or methodologies within SNOW Admin and related ITSM platforms to drive operational progress.

Skill Requirements

1. Excellent Knowledge Of Servicenow (Snow) Administration And Advanced Configuration.
2. Advanced Skills In Bmc Remedy, Ca Service Desk, And Avanti For Itsm Operations.
3. Excellent Ability To Analyze, Optimize, And Automate Incident Management Workflows.
4. Advanced Proficiency In Mentoring Teams And Communicating Technical Information Effectively.
5. Excellent Understanding Of Itil Processes And Service Management Best Practices.
6. Advanced Analytical And ProblemSolving Skills For Incident Trend Analysis And Process Improvement.

Other Requirements

1. ITIL Expert or ITIL Managing Professional certification (optional but valuable).
2. ServiceNow Certified System Administrator (optional but valuable).
3. BMC Certified Administrator (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 226,600 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 September 2025 totaled $14.2 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.