HCLTech is a global technology company, home to more than 220,000 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 December 2024 totaled $13.8 billion.

Experience: 8+ (Relevant Experience)

Core Responsibilities

• Own and manage, in conjunction with customers, BAU Procedures through defined Runbooks
• Scope of responsibilities defined and evolved from the Customer Platform
• Adhere to the ITIL methodology with requests, incidents, problems and change control facilitated through customer’s Service Now instance
• Ensure agreements to defined SLAs regarding response and resolution times
• Facilitate and provide postmortems aligned to the agreed templates provided by the customer with Confluence
• Incident root cause analysis, impact resolution through defined workaround and permanent fixes through change control
• Uplift of the customer platform through suggested enhances and enacted agreed upon changes
• provide data fixes and small to medium BAU data ETL changes