Job Summary The Tools & Automation Engineer plays a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. This position focuses on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. The engineer will work collaboratively to deliver high-quality code and support existing projects while responding to client requests.

Key Responsibilities

1.

Manage Incident Resolution By Utilizing Itil

Best Practices And Tools Such As Servicenow And Bmc Remedy, Ensuring Adherence To Quality Standards And Regulatory Requirements.

2.

Provide

On-Call Support For Escalated Issues, Conducting Thorough Root Cause Analysis To Identify Underlying Problems And Implement Effective Solutions.

- Contribute To Continuous Improvement Initiatives By Updating And Managing The Knowledge Base And Providing Training And Coaching To New Analysts.

4.

Independently Resolve Incidents Within The Agreed

Service Level Agreements (Slas) For Ticket Volume And Response Time, Ensuring Timely And Effective Service Delivery.





5.

Enhance Customer Experience And Improve Customer

Satisfaction (Csat) Scores By Achieving First Call Resolution And Minimizing Rejected Resolutions And Reopened Cases.

Skill Requirements

1.

Robust Understanding Of Incident Management And

Itil Frameworks.

2.

Proficiency In

Servicenow, Bmc Remedy, And Ca Service Desk For Incident Tracking And Management.

3.

Familiarity With Root Cause Analysis Methodologies

And Practices.

4.

Ability To Conduct Effective Training And

Coaching Sessions For New Team Members.

Other Requirements

1.

Itil Foundation Certification Is Recommended But

Not Mandatory.

Additional Certifications In It Service Management

Tools Are Considered Valuable

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📌 Administrator - Incident Management, ServiceNow (Pune)
🏢 HCLTech
📍 Pune