Lead Administrator (Support &Operations;)

Experience: Not Available to Not Available years

Location: Hyderabad, India

Skills: ITIL, ServiceNow, incident management, root cause analysis, data privacy, security, customer satisfaction, security vulnerabilities

Job Summary
Monitor incident queue for various support groups and follow up on ageing tickets
Establish incident resolution ownership in case of complex incidents, scenarios where ownership is disputed
Identify the shift left prospects for reduction of the incidents, coordinate with relevant parties to demonstrate reduction in incident tickets
Periodically review the quality of information provided in incident tickets and take corrective action
Invoke escalations in cases where supplier is not cooperating
Provide continuous recommendations to Customer Incident process owner and interfacing Process Owners on improving the ITSM processes (both incident management and interfacing processes), policies and ServiceNow configuration. Drive and support ITSM process improvements
End to end orchestration of Major incidents
ServiceNow report and dashboard creation, maintenance, updates, clean-up and other related activities




Establish and operationalize periodic incident management reporting structure, cadence (daily, weekly, monthly, other), necessary means, execute and support related activities
Create, update, maintain related process documentation

Key Responsibilities
To champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.
To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
To work on value adding activities such as maintenance of a comprehensive Knowledge base, act as a mentor to junior analysts, and deliver training programs for freshers, equipping them with essential skills to become productive.
To contribute to a positive customer experience and high CSAT scores by providing quick, accurate, and secure resolutions, fostering customer trust and satisfaction.
To proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.

Other Requirements
Incident Manager - ITSM

📌 Lead Administrator Support &operations Secunderabad
🏢 HCL Technologies
📍 Secunderabad