Administrator (Tools & Automation)

We are seeking a highly motivated and experienced Problem Manager to lead and mature the organization\'s Problem Management process in alignment with ITIL best practices. The Problem Manager will be responsible for identifying, analyzing, trending, and driving the resolution of recurring incidents and underlying root causes to improve service stability, reduce business impact, and enhance customer satisfaction. This role requires strong analytical capabilities, exceptional stakeholder management skills, expertise in ServiceNow, and the ability to communicate technical information effectively to both technical and non-technical audiences.

Key Responsibilities

PProblem Management Own and manage the end-to-end Problem Management lifecycle in accordance with ITIL best practices. Lead root cause analysis (RCA) efforts for major and recurring incidents. Facilitate problem review meetings and coordinate cross-functional teams to identify and eliminate underlying causes of incidents. Track and report on problem records, known errors, corrective actions, and permanent fixes. Ensure timely creation, assignment, tracking, and closure of problem records. Monitor the effectiveness of implemented corrective actions and preventive measures. Trend Analysis & Service Improvement Perform detailed trend analysis of incidents, outages, and recurring service disruptions. Identify patterns and systemic issues affecting service availability and performance. Develop actionable recommendations to reduce incident volumes and improve service reliability. Drive continual service improvement initiatives through data-driven insights. Produce executive-level reporting and recommendations based on problem trends and operational metrics. ServiceNow Administration & Reporting Leverage ServiceNow Problem Management modules to manage and track problem records. Develop and maintain ServiceNow reports, dashboards, scorecards, and reporting templates. Monitor KPIs and metrics related to incident reduction, problem resolution, and service improvement. Ensure data quality and accuracy within ServiceNow records and reporting. Stakeholder Management & Communication Act as the central point of coordination between technical teams, support organizations, vendors, and business stakeholders. Present findings, trends, root causes, and service improvement recommendations to leadership and customer stakeholders. Translate complex technical issues into clear, concise business-oriented communications. Foster collaboration across teams to drive ownership and accountability for corrective actions. Provide regular updates to leadership on problem management activities and outcomes. Governance & Process Compliance Ensure adherence to Problem Management policies, processes, and ITIL standards. Promote best practices and continuous process improvements across IT operations. Support audits and compliance activities related to Problem Management processes. Collaborate with Incident, Change, and Service Management teams to improve overall operational effectiveness.

Skill Requirements

ITIL v3 Foundation or ITIL 4 Foundation Certification. Minimum 3 years of relevant experience in Problem Management within a large-scale IT environment. Strong hands-on experience with ServiceNow, including: Report development Dashboard creation Template development and maintenance Problem Management workflows Demonstrated expertise in incident trend analysis, root cause analysis, and continual service improvement. Strong understanding of IT Service Management (ITSM) principles and ITIL processes.

Other Requirements

Required Skills & Competencies Technical Skills ServiceNow reporting, dashboards, and workflow management. Root Cause Analysis (5 Whys, Fishbone, Fault Tree Analysis, etc.). Data analysis and trend identification. Knowledge of Incident, Problem, Change, and Major Incident Management processes. Advanced proficiency in Microsoft Office Suite, particularly: Microsoft Excel Microsoft PowerPoint Microsoft Word Leadership & Interpersonal Skills Exceptional servant leadership capabilities. Strong collaboration, facilitation, negotiation, and influencing skills. Ability to build strong relationships across technical and business teams. Strong customer-service orientation and focus on business outcomes. Self-motivated, energetic, and results-driven professional with a strong work ethic. Communication Skills Excellent written and verbal communication skills. Ability to communicate effectively with executive leadership and technical teams. Capability to translate technical concepts and remediation activities into business-friendly language for non-technical stakeholders. Personal Attributes Strong analytical and problem-solving abilities. Detail-oriented with the ability to manage multiple priorities. Quick learner with the ability to rapidly understand new technologies, processes, and business environments. Continuous improvement mindset with a passion for operational excellence. Preferred Qualifications

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 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 June 2026totaled $14.8billion.