Root Cause Analysis Manager

HCLTech · India · Remote · Posted Today

About this role

As a Tools & Automation Engineer at HCLTech, Nagpur, you will play a crucial role in enhancing operational efficiency through the development and maintenance of automation tools. Your focus will be on asset management and ITIL processes, ensuring that all solutions align with organizational standards for quality and cost. You will work collaboratively to deliver high-quality code and support existing projects while responding to client requests. - Adhere to quality standards and regulatory requirements by implementing and maintaining ITIL best practices within ServiceNow for incident and change management. - Provide on-call support for escalated incidents by analyzing issues thoroughly and executing root cause analysis to identify underlying problems and solutions. - Contribute to the knowledge base by updating and managing documentation, and conduct training sessions for freshers and coaching for analysts on ServiceNow functionalities. - Resolve service requests and incidents independently within agreed SLAs, utilizing ServiceNow tools to track and manage ticket volume and resolution times. - Ensure a positive customer experience and high CSAT scores by achieving first call resolution and minimizing case reopens or rejected resolutions. Qualification Required: - Proficient in ServiceNow functional consulting with a strong understanding of ITIL and ITSM principles. - Experience in incident management, change management, and problem management within ServiceNow. - Strong analy