Lead Administrator (Support &Operations;)

Experience: Not Available to Not Available years

Location: Lucknow, India

Skills: ServiceNow, incident management, analytical skills, problem-solving, leadership, stakeholder management, ITIL

Job Summary
Critical Incident Manager is responsible for leading the response to major incidents that have significant impact on business operations. This role ensures rapid resolution and clear communication during high-pressure situations, working closely with technical teams, stakeholders, and leadership to minimize downtime and prevent recurrence. The ideal candidate will possess deep experience in incident management and a strong understanding of enterprise IT systems, with a particular focus on ServiceNow as a key tool.

Key Responsibilities
1.Lead and coordinate the response to critical incidents, ensuring timely resolution and minimal business disruption.
• Act as the primary point of contact during major incidents, facilitating communication between technical teams, management, and stakeholders.
• Conduct root cause analysis and develop post-incident reports with actionable recommendations.
• Drive continuous improvement of incident management processes and procedures.
• Monitor incident trends and proactively address potential risks to service availability.




• Utilize ServiceNow for incident tracking, reporting, and workflow automation.
• Provide guidance and mentoring to junior incident managers and support staff.
• Participate in on-call rotation and support after-hours incident response as needed.

Skill Requirements
Proven experience in critical incident or crisis management within a large-scale IT setting.
• Strong knowledge of ServiceNow, including incident management modules and reporting capabilities.
• Excellent communication skills, with the ability to convey technical information to non-technical audiences.
• Analytical and problem-solving abilities, with a focus on root cause identification and prevention.
• Ability to remain calm and decisive under pressure, managing multiple priorities simultaneously.
• Robust leadership and stakeholder management skills.

Other Requirements
Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Relevant certifications (e.g., ITIL, ServiceNow) are highly desirable.
• Experience working in a global, 24/7 operational environment is a plus.
• Availability for on-call and after-hours support as required.

📌 Lead Administrator (Support &Operations) (Lucknow)
🏢 HCL Technologies
📍 Lucknow