SME - Critical Incident Management
About this role
Job Summary
The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.
Key Responsibilities
1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Issues In Accordance With Itil Best Practices And Service Level Agreements.
2. Mentor Team Members And Administrators In Critical Incident Management Processes, Preparing Standard Operating Procedures And Maintaining Comprehensive Documentation For Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Participating In Capacity Planning Discussions.
4. Engage Actively In Customer Meetings To Gather Feedback, Address Concerns, And Ensure Positive Customer Experiences And Satisfaction.
5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis, Preparing Detailed Reports To Support Performance Improvement Initiatives For Presentation To Key Business Stakeholders.
2. Mentor Team Members And Administrators In Critical Incident Management Processes, Preparing Standard Operating Procedures And Maintaining Comprehensive Documentation For Knowledge Sharing.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Participating In Capacity Planning Discussions.
4. Engage Actively In Customer Meetings To Gather Feedback, Address Concerns, And Ensure Positive Customer Experiences And Satisfaction.
5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis, Preparing Detailed Reports To Support Performance Improvement Initiatives For Presentation To Key Business Stakeholders.
Skill Requirements
1. Proficient In Critical Incident Management And Itil Frameworks
2. Strong Knowledge Of Servicenow (Snow) Administration And Support
3. Experience With Bmc Remedy And Ca Service Desk Tools
4. Familiarity With Avanti And Related Automation Technologies
5. Excellent Communication And Presentation Skills For Stakeholder Engagement
2. Strong Knowledge Of Servicenow (Snow) Administration And Support
3. Experience With Bmc Remedy And Ca Service Desk Tools
4. Familiarity With Avanti And Related Automation Technologies
5. Excellent Communication And Presentation Skills For Stakeholder Engagement
Other Requirements
1. Itil Foundation Certification (Optional But Valuable)
2. Servicenow Administrator Certification (Optional But Valuable
2. Servicenow Administrator Certification (Optional But Valuable
Frequently Asked Questions
Is the salary disclosed for the SME - Critical Incident Management position at HCLTech?
The salary for this SME - Critical Incident Management role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the SME - Critical Incident Management position at HCLTech located?
This SME - Critical Incident Management role at HCLTech is based in Gautam Buddha Nagar, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the SME - Critical Incident Management position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the SME - Critical Incident Management job at HCLTech posted?
This SME - Critical Incident Management position at HCLTech was posted on Sep 24, 2026. Apply as soon as possible — early applications are often reviewed first.
SME - Critical Incident Management
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.