Track manager - incident management, ser

Job Summary

Location: Paris

Skills: IT Process Engineering

• Secondary Skills:
  • ITSM Platform
  • ITSM Platform
  • ITSM Platform
  • ITSM Platform

No. of positions: 1

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

TM-IncdMgmt,SNOWAdmin/Supp

Job Description

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

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

Skill Requirements

• In-depth expertise in ITSM platforms, including BMC Remedy, CA Service Desk, and Avanti.
• Excellent skills in configuring, customizing, and optimizing ServiceNow modules for enterprise environments.
• Excellent analytical and problem‑solving abilities in large‑scale IT operations.
• Advanced proficiency in ITIL processes and their application within ITSM toolsets.
• Strong leadership and mentoring capabilities for technical support teams.
• Excellent communication skills for stakeholder engagement and process documentation.

Certification

• ITIL Expert or ITIL 4 Managing Professional certification (optional but valuable).
• ServiceNow …