Job description:

About HCLTech
HCLTech is a global technology company, spread 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.
Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

SrAdmin-ProcessMgr,SNOWAdmin/Supp

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. Provide Advanced Technical Support By Conducting Thorough Root Cause Analysis Of Complex Incidents And Implementing Solutions To Resolve Technical And Security Issues In Itil And Process Management Frameworks.
  2. Collaborate With Support Teams To Resolve Complex Tickets Within Agreed Slas, Ensuring Seamless Operations And Maintaining A Robust Security Posture.
  3. Manage And Update The Knowledge Base, Contributing To Documentation And Sharing Of Best Practices To Improve Team Efficiency And Service Delivery.
  4. Train And Coach Analysts And New Team Members On Tools And Processes To Enhance Team Performance And Knowledge Sharing.
  5. Ensure A Positive Customer Experience By Achieving First Call Resolution And Minimizing Case Reopens While Addressing Security Threats Proactively.
  
  Skill Requirements
  1. Proficient In Process Management And Itil Practices.
  2. Strong Understanding Of Servicenow (Snow) Administration And Support.
  3. Familiarity With Bmc Remedy And Ca Service Desk Tools.
  4. Experience With Avanti For It Service Management Tasks.
  5. Excellent Problem-Solving And Analytical Skills.
  
  Certification
  1. Itil Foundation Certification Is Required.
  2. Optional But Valuable Certifications Include Servicenow Certified Administrator, Bmc Remedy Certification, Or Ca Service Desk Certification.