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SeniorAdministrator - Critical Incident Management

Date Posted: Oct 11, 2026
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Job Detail

  • location_on
    Location Noida, Uttar Pradesh, India
  • desktop_windows
    Job Type: Full Time/Permanent
  • schedule
    Shift:
  • analytics
    Career Level:
  • group
    Positions:
  • calendar_view_day
    Experience:
  • male
    Gender: No Preference
  • school
    Degree:
  • calendar_month
    Apply Before: Dec 07, 2026
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Job Description

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. Provide Advanced Technical Support For Critical Incidents By Applying Itil Methodologies And Conducting Thorough Root Cause Analysis To Resolve Technical And Security Issues Effectively.
2. Collaborate With Analysts To Address Escalated Incidents, Ensuring Timely Resolution Within Agreed Slas While Maintaining High Standards Of Service Quality.
3. Manage And Update The Knowledge Base By Documenting Solutions And Best Practices, Facilitating Training Sessions For New Team Members, And Coaching Analysts On Effective Incident Resolution Techniques.
4. Implement Proactive Measures To Enhance Operational Security And Mitigate Risks By Coordinating With Various Support Teams And Ensuring Compliance With Quality Standards And Regulatory Requirements.
5. Drive Positive Customer Experiences By Achieving First Call Resolution Targets, Minimizing Rejected Resolutions And Case Reopenings, And Ensuring A High Level Of Customer Satisfaction Through Effective Communication And Support.

Skill Requirements

1. Strong Proficiency In Critical Incident Management And Itil Frameworks.
2. In-Depth Knowledge Of Snow Administration, Bmc Remedy, Ca Service Desk, And Avanti Tools.
3. Excellent Problem-Solving Skills And The Ability To Analyze Complex Technical Issues.
4. Solid Understanding Of Service Quality Standards And Operational Best Practices.

Other Requirements

1. Itil Foundation Certification Is Recommended But Not Mandatory.
2. Relevant Certifications In Service Desk Management Or Incident Management Are Optional But Valuable

Source: HCLTech careers — Read the original posting and apply

This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.

Company Overview

HCLTech
HCLTech · Noida, Uttar Pradesh, India
4,246 open roles

HCLTech is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam... Read More

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