Administrator (Tools & Automation)

India
Permanent
Full-time

5 days ago

We use cookies for the best user experience on our website, including to personalize content & offerings, to provide social media features and to analyze traffic. By clicking “Accept All Cookies” you agree to our use of cookies. You can also manage your cookies by clicking on the "Cookie Preferences" and selecting the categories you would like to accept. For more information on how we use cookies please visit our and Modify Cookie PreferencesReject All Cookies Accept All CookiesAdministrator (Tools & Automation)MexicoJob DescriptionAdministrator (Tools & Automation)Guadalajara, JaliscoJob SummaryThe Problem Manager is responsible for driving the end to end Problem Management lifecycle to minimize the impact of recurring incidents and prevent future service disruptions. This role partners closely with IT operations, engineering, and business stakeholders to identify root causes, implement sustainable corrective actions, and improve service stability across a complex, matrixed environment.\r\nThe ideal candidate combines strong analytical capability with excellent communication, leadership, and facilitation skills, and is experienced in operating within an ITIL aligned, ServiceNow based environment.\r\nJob Description Root Cause Analysis (RCA)\\\\r\\\\n• Stakeholder Management\\\\r\\\\n• Executive Communication\\\\r\\\\n• Process Improvement\\\\r\\\\n• Risk Identification & Mitigation\\\\r\\\\n• Operational Excellence\\\\r\\\\nKey ResponsibilitiesOwn and manage the Problem Management process in alignment with ITIL v3 / ITIL 4 best practices.\r\n• Identify, log, prioritize, and manage problems resulting from recurring or significant incidents.\r\n• Facilitate root cause analysis (RCA) activities, including major incident post incident reviews.\r\n• Lead and facilitate meetings with cross functional SMEs, engineering teams, and stakeholders to drive problem resolution.\r\n• Establish and track corrective and preventive action plans, ensuring timely completion and effectiveness.\r\n• Monitor problem trends and analytics to proactively reduce incident volume and operational risk.\r\n• Coordinate closely with Incident, Change, Release, and Service Management teams.\r\n• Ensure accurate documentation of problem records, root causes, known errors, and remediation activities in ServiceNow.\r\n• Communicate complex technical findings and remediation plans clearly to non technical business stakeholders.\r\n• Provide leadership and guidance to team members, promoting a servant leadership and continuous improvement mindset.\r\n• Support project and program initiatives impacting service stability and Problem Management outcomes.\r\n• Deliver regular status updates, metrics, and executive level reporting.\r\nSkill Requirements3+ years of hands on experience in Problem Management\r\n• ITIL v3 or ITIL 4 Foundation certification\r\n• Strong analytical, critical thinking, and problem solving skills\r\n• Proven experience working with ServiceNow (Problem, Incident, Change modules)\r\n• Ability to facilitate and manage meetings with large, cross functional groups of SMEs\r\n• Experience working in a large, matrixed corporate environment\r\n• Exceptional interpersonal and leadership skills, including: \r\no Servant leadership\r\no Collaboration\r\no Facilitation\r\no Negotiation\r\n• Excellent written and verbal communication skills\r\n• Ability to translate technical concepts and actions into clear, business friendly language\r\n• Strong organizational, planning, and coordination skills\r\n• Customer service oriented with a focus on service quality and outcomes\r\n• Proficiency in Microsoft Office Suite, especially Excel and PowerPoint\r\n• High energy, strong work ethic, and continuous improvement mindset\r\n• Demonstrated ability to learn and apply new concepts quickly\r\n• Experience managing people and/or teams\r\nOther RequirementsExperience supporting major incident management in a 24x7 environment\r\n• Familiarity with Agile, DevOps, or SRE operating models\r\n• Experience creating operational dashboards and KPI reporting\r\n• Exposure to governance, audit, or regulatory driven environments\r\n• Advanced ITIL certifications (e.g., ITIL Managing Professional)\r\nInformation at a GlanceWhy HCLTech?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 226,300 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 December 2025 totaled $14.5 billion.23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. 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