Incident Manager
Responsible for the execution and continuous improvement of the Incident Management process, with strong focus on ServiceNow, process design, SLA management, and performance analytics.
Key Responsibilities
- Design, maintain, and continuously improve the Incident Management process (ITIL aligned)
- Create and update process documentation and work instructions
- Ensure proper incident handling, prioritization, and SLA compliance
- Act as ServiceNow SME for Incident Management (configuration, workflows, data quality)
- Define and manage SLAs, KPIs, and operational metrics
- Develop and maintain advanced analytics, dashboards, and reporting (Performance Analytics)
- Monitor and drive reduction of incident backlog and aging tickets
- Ensure alignment and adoption across Service Desk and Technical Teams
Required Skills
- Strong experience in Incident Management and process design
- Advanced ServiceNow knowledge (Incident, SLA, Performance Analytics)
- Experience in process documentation and governance
- Strong analytical and reporting skills
HCL is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.
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