Track Manager – Problem Management, ServiceNow

Track Manager – Problem Management, ServiceNow

Job Summary

This role is responsible for leading advanced operations in problem management and ServiceNow administration, driving continuous improvement across large-scale projects. The individual ensures operational excellence by optimizing ITSM processes, mentoring teams, and delivering innovative solutions in alignment with client requirements and organizational objectives.

Key Responsibilities

1. Lead problem management practices using ServiceNow, BMC Remedy, and CA Service Desk to identify root causes, drive permanent resolutions, and minimize service disruptions across complex environments.

2. Oversee and optimize SNOW administration by configuring workflows, automating incident and problem records, and ensuring data integrity for actionable management reporting.

3. Develop and implement advanced operational processes using ITSM tools to enhance information flow, business process efficiency, and organizational planning.

4. Mentor and guide support teams in best practices for problem analysis, resolution strategies, and tool utilization, fostering a culture of technical excellence and continuous improvement.

5. Collaborate with stakeholders to understand client requirements, ensuring service delivery aligns with contractual SLAs and proactively addressing potential service issues.

6. Drive innovation by evaluating and deploying new ITSM tool features, integrations, and automation opportunities to improve service quality and operational agility.

7. Provide expert-level solutions tailored to unique customer environments, leveraging in-depth knowledge of problem management frameworks and ITSM platforms.

Skill Requirements

1. Excellent Proficiency In Servicenow Administration, Including Workflow Configuration, Automation, And Reporting.

2. Advanced Expertise In Bmc Remedy, Ca Service Desk, And Avanti For Enterprise Itsm Operations.

3. Excellent Analytical And ProblemSolving Skills For Root Cause Analysis And Process Design.

4. Strong Leadership In Mentoring Teams And Driving Process Innovation.

5. Advanced Communication Skills For Effective Stakeholder Management And Transparent Reporting.

Other Requirements

1. ITIL Expert or ITIL Managing Professional certification (optional but highly valuable).

2. ServiceNow Certified System Administrator (recommended).

3. BMC Remedy Administrator or Service Desk certifications (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 226,300 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 December 2025 totaled $14.5 billion.

Benefits

At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to:

Industry-benchmarked compensation

Best-in-class healthcare benefits

Personal time off

Maternity and paternity benefits

Access to skills / higher education programs/resources

Discounts on products and services via Benefit Box

Participate in CSR programs and live life with a purpose

Opportunities to grow and advance your career

Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.