Lead Administrator (Tools & Automation)

Experience: Not Available to Not Available years

Location: Nagpur, India

Skills: ITIL, ServiceNow, ITSM tools, analytical skills, problem-solving, SLA, KPI, service reporting

Job Summary
Coordinate end-to-end lifecycle of incidents (logging to closure)
Ensure timely resolution within SLA and minimize business impact. Drive major incident (P1/P2) bridge calls, engage resolver teams, and track progress
Validate incident categorization, prioritization, and escalation
Provide regular status updates to stakeholders/business users
Ensure proper documentation and closure validation

Key Responsibilities
Responsible for coordinating end-to-end incident resolution and supporting problem management activities to ensure minimal business impact, faster service restoration, and continuous service improvement.




This role acts as a bridge between service desk, resolver groups, and stakeholders, ensuring adherence to ITIL processes, SLA compliance, and effective communication

Skill Requirements
Solid knowledge of ITIL (Incident, Problem Management)
Experience with ServiceNow or similar ITSM tools.
Excellent stakeholder communication & coordination skills
Robust analytical and problem-solving ability
Ability to handle high-pressure major incident situations
Understanding of SLA, KPI, and service reporting

Other Requirements
Works closely with IMRB/PRB governance forums
Aligns with your continuous improvement initiatives (trend reduction, RCA quality, KI usage)
Supports your structured reporting & dashboards

📌 Lead Administrator Tools & Automation Nagpur (India)
🏢 HCL Technologies
📍 India