Job Summary : We are seeking an ITSM Technical Engineer responsible for operational support, troubleshooting, administration, and enhancement of enterprise ITSM platforms. The candidate will serve as the highest technical escalation point for platform incidents and support automation initiatives. Job Responsibilities : • Provide L2 & L3 support for ITSM platforms. • Troubleshoot and resolve platform performance and functional issues. • Perform root cause analysis and implement preventive measures. • Support Incident, Change, Problem, Request, CMDB, and Knowledge modules. • Manage integrations with monitoring, automation, and infrastructure tools. • Implement platform enhancements and bug fixes. • Participate in major incident management and platform recovery activities. • Develop automation scripts and operational workflows. • Prepare technical documentation and knowledge articles. • Mentor L1 support engineers. • ITSM Platform Administration (ServiceNow/BMC Helix). • Incident, Change, Problem, Request, CMDB Support. • JavaScript and API Integrations. • SQL and Database Troubleshooting. • Performance Tuning and Monitoring.Job Description : Incident/Problem/Change Modules, Troubleshooting, Automation, Performance Tuning, Integrations, ITIL Operations.
Key Sourcing Information : NA
Skill Requirement : • Workflow Troubleshooting. • ITIL Processes. • Scripting (PowerShell, Python preferred). • Service Mapping and Discovery.
Other Requirement : Incident/Problem/Change Modules, Troubleshooting, Automation, Performance Tuning, Integrations, ITIL Operations.
HCLTech is a global technology company, home to more than 226,600 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 September 2025 totaled $14.2 billion. To learn how we can supercharge progress for you, visit hcltech.com.
