Lead Administrator (Tools & Automation)
HCLTech
Job Summary
Coordinate end-to-end lifecycle of incidents (logging to closure)Ensure timely resolution within SLA and minimize business impact. Drive major incident (P1/P2) bridge calls, engage resolver teams, and track progressValidate incident categorization, prioritization, and escalationProvide regular status updates to stakeholders/business usersEnsure proper documentation and closure validation
Key Responsibilities
Responsible for coordinating end-to-end incident resolution and supporting problem management activities to ensure minimal business impact, faster service restoration, and continuous service improvement.
This role acts as a bridge between service desk, resolver groups, and stakeholders, ensuring adherence to ITIL processes, SLA compliance, and effective communication
Skill Requirements
Strong knowledge of ITIL (Incident, Problem Management)Experience with ServiceNow or similar ITSM tools . Excellent stakeholder communication & coordination skillsStrong analytical and problem-solving ability Ability to handle high-pressure major incident situationsUnderstanding of SLA, KPI, and service reporting
Other Requirements
Works closely with IMRB/PRB governance forumsAligns with your continuous improvement initiatives (trend reduction, RCA quality, KI usage)Supports your structured reporting & dashboards
#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-