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SME - Service Assurance/ Program Mgmt. Tools

India

Job Description

SME - Service Assurance/ Program Mgmt. Tools

Gurugram, Haryana

Job Summary

This role is responsible for expert-level management and resolution of escalated incidents using advanced service assurance and program management tools. The individual drives adherence to SLAs and quality standards through technical analysis, stakeholder engagement, and value-added initiatives. They act as a key liaison with business segments, ensuring effective communication, mentoring team members, and contributing to continuous service improvement.

Key Responsibilities

1. Resolve escalated incidents and service tickets using advanced service assurance tools, ensuring compliance with SLAs and established quality standards.
2. Analyze incident trends and validate root cause analyses with program management platforms, preparing performance reports for presentation to business stakeholders.
3. Validate Change Order Implementation Plans and Human Error Compliance using service assurance methodologies, supporting strong operational governance.
4. Facilitate capacity planning activities by leveraging program management tools to anticipate resource needs and optimize service delivery.
5. Mentor team members on service assurance toolsets and best practices, prepare SOPs, maintain detailed documentation, and lead knowledge sharing sessions within the team.
6. Engage with business stakeholders to communicate technical insights, gather feedback, and address customer concerns to drive satisfaction and continuous improvement.

Skill Requirements

1. Expert proficiency in service assurance and program management tools (such as BMC Remedy, ServiceNow, HP Service Manager, or equivalent).
2. Excellent skills in incident analysis, root cause validation, and SLA management.
3. Advanced proficiency in preparing and validating technical documentation, SOPs,



and performance reports.
4. Solid skills in capacity planning, change management validation, and compliance monitoring.
5. Excellent communication and stakeholder management abilities, with experience presenting technical findings to business audiences.

Other Requirements

1. ITIL Expert or PMP certification is optional but valuable.

Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.

Copyright © 2026 HCL Technologies Limited

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📌 SME - Service Assurance/ Program Mgmt. Tools (India)
🏢 HCLTech
📍 India