Gautam Buddha Nagar, Uttar Pradesh
Job Summary

Service Desk Queue Management & End-to-End (E2E) Incident Management

Key Responsibilities

Queue Management. • Monitor incident, service request, and escalation queues. • Prioritize tickets based on impact, urgency, and business criticality. • Ensure tickets are assigned to appropriate resolver groups. • Identify and address ticket backlogs. • Monitor aging tickets and take corrective actions. End-to-End Incident Management • Own incidents from creation to closure. • Track ticket progress across support teams. • Ensure timely updates are provided to users and stakeholders. • Coordinate with L1, L2, L3, Infrastructure, Application, and Vendor teams. SLA & KPI Management. • Monitor SLA adherence. • Escalate SLA breach risks proactively Track KPIs such as. • First Response Time (FRT) • Mean Time to Resolve (MTTR)



• SLA Compliance % • Backlog Volume • Reopen Rate Reporting & Governance. • Generate daily, weekly, and monthly operational reports. • Analyse incident trends and recurring issues. • Support audits and compliance activities.

Skill Requirements

ServiceNow • Incident Management • Reporting & Analytics • Excel • Power BI • ServiceNow Reporting • SLA Dashboard Creation • Written and verbal communication • Executive-level reporting • Coordination across global teams • Time Management

Other Requirements

Other Requirement : 24X7 Global Support

#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-

📌 Senior Analyst - English, Arabic, Microsoft Windows (Gautam Buddh Nagar)
🏢 HCLTech
📍 Gautam Buddh Nagar