Senior Administrator - Incident Management, ServiceNow

Experience: 5 to 7 years

Location: Bengaluru, India

Skills: ITIL, Incident Management, Problem Management, Root Cause Analysis, IT infrastructure, Databases, Operating Systems, Local Area Networks

Job Summary
The Major Incident / Problem Manager will report to the IT Operations Manager.
The primary responsibility will be to ensure that root-cause is established for all major incidents and that a formal RCA is published within agreed SLAs.
In addition, the current Major Incident and Problem management processes should to be reviewed improved, and where agreed with the IT Operations manager, improvements implemented. Implementation will include documentation and mentoring of all IT stakeholders.
The management of all Major Incidents during office hours and on a rota for out of hours forms a key part of the role, with the collation and production of MIRs to the business in a given timescale. This role also incorporates Problem Management from Major Incidents, RCA reports and proactive analysis of trends in incidents eliminating recurring incidents and minimising the impact of incidents that cannot be prevented.

Essential Duties and Responsibilities
Responsible for the major incident and problem management discipline,



ensuring an effective and coordinated set of processes are developed and maintained across all services, suppliers and customers.
Co-ordinates rapid response to major incidents and problems, ensuring that appropriate action is taken to investigate and resolve them, with minimal downtime to systems and services.
Ensures the specific technical skills required are provided to deliver an effective incident and problem management function providing gap analysis and roadmap for improvement of service.
Analyses incident and problem reports and statistics to propose resolutions to reduce the number of incidents, by proactively identifying and preventing possible incidents.
Skills and Abilities
Proficient in knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc) used within own organization.
Has a broad knowledge and understanding of IT concepts and architectures, coupled with proven experience of successfully managing incidents and problems.
Has general awareness of the nature of business-critical incidents, and of their implications for the business.
Education / Expertise
Must be a Graduate. B.Tech/B.E or any other technical degree preferred.
Overall 5 to 7 years of IM/PM experience.
Relevant ITIL intermediate qualifications, ITIL Expert desirable.

📌 Senior Administrator Incident Management, ServiceNow (Bengaluru)
🏢 HCL Technologies
📍 Bengaluru