remote
Track Manager - ServiceNow, IT Service Management - HCLTech
Software Engineer
Lead end‑to‑end major incident resolution in a mission‑critical clinical environment, driving ServiceNow‑based ITIL processes, technical governance, and rapid problem solving to restore services and improve service delivery.
About the role
Key Responsibilities
- Provide advanced technical leadership for end‑to‑end major incident management, diagnosing complex failures across enterprise IT ecosystems and clinical application dependencies.
- Govern and continuously refine service delivery frameworks, enforcing technical standards, operational policies, SOPs, and ITIL‑aligned best practices.
- Lead high‑severity incident investigations, develop engineered workarounds or permanent solutions, and coordinate cross‑functional teams to restore services quickly.
- Collaborate with architecture, security, and compliance teams to ensure solutions meet regulatory and operational requirements.
- Document incident findings, root causes, and improvement actions in ServiceNow, driving continuous improvement and knowledge sharing.
Requirements
- Extensive experience with ServiceNow incident and problem management modules.
- Deep knowledge of ITIL processes and best practices.
- Strong technical troubleshooting skills across multi‑tier infrastructure and clinical applications.
- Excellent communication and stakeholder management abilities.
- Ability to work under pressure in a fast‑paced, mission‑critical environment.