Incident Manager - ServiceNow - gijón
13 days ago
Gijón
Incident Manager - Role Overview 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 About HCLTech: We are HCLTech, one of the fastest-growing large tech companies in the world and home to 225,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud. The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be. If all this sounds like an environment you’ll thrive in, then you’re in the right place. Join us on our journey in advancing the technological world through innovation and creativity. Why Us? • We offer End-to-end digital transformation expertise that helps clients from strategy through execution. We work with the biggest brands, offering the opportunity to be a part of industry-leading work., • We are invested in your growth, offering learning and career development opportunities at every level to help you find your spark., • We offer freedom and flexibility on the job, empowering our employees to make decisions., • We offer a virtual-first work environment, promoting a good work-life balance and real flexibility Our company is extremely diverse with representation of 165 nationalities., • We offer the opportunity to work with colleagues across the globe., • We are a certified great place to work and a top employer in 25 countries including Romania, offering a positive work environment that values employee recognition and respect. If you have a valid disability certificate, Certificate of Disability in Force, please contact us. Among HCL's principles we would like to highlight diversity and inclusion as a strength in our values and practices. To achieve all our objectives, it intends to attract, develop, and retain different profiles, assuming diversity as a key factor and differentiator of fundamental innovation in our organization. We welcome and value all people, and we are committed to the inclusion and sense of belonging of each person who is part of HCL. • 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.
30 Carretera del Obispo, 33210, Gijón
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