Track Manager - Critical Incident Management
United States
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Job Description
Track Manager - Critical Incident Management
Anderson, Texas

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)
Maximum Salary (US):  110000
Minimum Salary (US):  80000
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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 223,000 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 June 2026 totaled $14.8 billion. 

 

Compensation and Benefits

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.