Track Manager - Incident Management, ServiceNow
France
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Job Description
Track Manager - Incident Management, ServiceNow

Job Summary

This role provides expert management and continuous optimization of complex IT operations by leveraging advanced incident management and ServiceNow administration skills. The individual ensures seamless service delivery, drives operational excellence, and empowers teams to meet client SLAs through strategic oversight, process innovation, and effective problem-solving across large-scale projects.

Key Responsibilities

1. Lead incident management operations using ServiceNow, BMC Remedy, and CA Service Desk, ensuring rapid resolution of critical incidents and minimizing business impact.
2. Oversee ServiceNow administration by configuring, maintaining, and optimizing modules such as Incident, Problem, and Change Management to support evolving business needs.
3. Drive process improvements in ITSM tools (ServiceNow, BMC Remedy, Avanti) by identifying automation opportunities, implementing workflow enhancements, and ensuring alignment with ITIL best practices.
4. Mentor and guide support teams in advanced incident triage, root cause analysis, and escalation management utilizing ServiceNow dashboards, reporting, and analytics.
5. Collaborate with internal stakeholders to translate client requirements into actionable ServiceNow configurations and support processes that consistently meet or exceed SLAs.
6. Champion innovation by evaluating and deploying new ServiceNow features, integrations, and process improvements to enhance overall service delivery.

Skill Requirements

1. InDepth Expertise In Itsm Platforms, Including Bmc Remedy, Ca Service Desk, And Avanti.
2. Excellent Skills In Configuring, Customizing, And Optimizing Servicenow Modules For Enterprise Environments.
3. Excellent Analytical And ProblemSolving Abilities In LargeScale It Operations.
4. Advanced Proficiency In Itil Processes And Their Application Within Itsm Toolsets.
5. Strong Leadership And Mentoring Capabilities For Technical Support Teams.
6. Excellent Communication Skills For Stakeholder Engagement And Process Documentation.

Other Requirements

1. ITIL Expert or ITIL 4 Managing Professional certification (optional but valuable).
2. ServiceNow Certified System Administrator (recommended).
3. ServiceNow Certified Implementation Specialist (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.