Track Manager - Incident Management, ServiceNow
About this role
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.
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.
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)
2. ServiceNow Certified System Administrator (recommended).
3. ServiceNow Certified Implementation Specialist (optional but valuable)
Frequently Asked Questions
Is the salary disclosed for the Track Manager - Incident Management, ServiceNow position at HCLTech?
The salary for this Track Manager - Incident Management, ServiceNow 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 Track Manager - Incident Management, ServiceNow position at HCLTech located?
This Track Manager - Incident Management, ServiceNow role at HCLTech is based in Hyderabad, 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 Track Manager - Incident Management, ServiceNow 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 Track Manager - Incident Management, ServiceNow job at HCLTech posted?
This Track Manager - Incident Management, ServiceNow position at HCLTech was posted on Oct 5, 2026. Apply as soon as possible — early applications are often reviewed first.
Track Manager - Incident Management, ServiceNow
HCLTech
You'll be redirected to HCLTech's official application page on successfactors.