Engineer - ServiceNow,JavaScript - HCLTech

Key Responsibilities

• Own the end‑to‑end Major Incident process, coordinating rapid response and service restoration for high‑impact production outages.
• Utilize ServiceNow to log, classify, and track incidents and problems, ensuring accurate documentation and timely escalation.
• Conduct root‑cause analysis, develop corrective actions, and oversee problem resolution to prevent recurrence.
• Maintain and prioritize the problem and ticket queue, driving long‑term operational stability and continuous improvement.
• Collaborate with cross‑functional technical teams, providing clear communication and status updates to stakeholders throughout the incident lifecycle.

Requirements

• Proven experience managing major incidents and problems in a technical operations environment.
• Strong hands‑on knowledge of ServiceNow platform and JavaScript scripting for workflow automation.
• Solid understanding of ITIL incident and problem management best practices.
• Excellent analytical, troubleshooting, and communication skills.
• Ability to work under pressure, prioritize multiple issues, and drive resolution to completion.