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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. We offer a broad portfolio of technology services and products, working with clients across various sectors, including Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Our consolidated revenues for the 12 months ending December 2024 totaled $13.8 billion.
Core Responsibilities
* Own and manage, in conjunction with customers, BAU Procedures through defined Runbooks.
* Define and evolve the scope of responsibilities from the Customer Platform.
* Adhere to the ITIL methodology for requests, incidents, problems, and change control, facilitated through the customer’s ServiceNow instance.
* Ensure adherence to SLAs regarding response and resolution times.
* Facilitate and provide postmortems using templates provided by the customer, documented in Confluence.
* Conduct incident root cause analysis and resolve impacts through workarounds and permanent fixes via change control.
* Enhance the customer platform through suggested improvements and implemented changes.
* Provide data fixes and small to medium BAU data ETL changes.
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