Job Description

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SME - IT Operations Management, RESTful API, Angular
India

SME - IT Operations Management, RESTful API, Angular
Chennai,Tamil Nadu
Job Summary
The Subject Matter Expert (Tools & Automation) plays a critical role in ensuring timely and quality resolution of escalated incidents and tickets. This position focuses on leveraging deep expertise in SNOW - ITOM and Rest/Soap API to drive efficient problem-solving while enhancing customer satisfaction. The role involves mentoring, documentation, and effective communication with stakeholders to uphold service excellence.
Key Responsibilities
1. Analyze And Resolve Escalated Incidents In Snow - Itom According To The Agreed Sla, Ensuring Adherence To Quality Compliance And Contributing To Overall Service Delivery.
2. Mentor Team Members And Administrators On Best Practices In Tools And Automation, While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation For Seamless Knowledge Transfer.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols, Actively Participating In Capacity Planning Discussions To Optimize Resource Allocation.
4. Foster Positive Customer Relationships By Actively Participating In Meetings, Understanding Client Issues, And Driving Solutions That Enhance Customer Satisfaction And Feedback.
5. Conduct Thorough Analyses Including Root Cause Analysis And Trend Analysis, Presenting Findings And Performance Reports To Key Business Stakeholders To Facilitate Informed Decision-Making.
Skill Requirements
1. Proficient In Snow Itom And Rest/Soap Api With A Solid Understanding Of Their Application In Incident Management And Automation Processes.
2. Strong Analytical Skills With The Ability To Conduct Root Cause And Trend Analyses.
3. Excellent Communication And Presentation Skills For Effective Stakeholder Engagement.
4. Familiarity With Documentation Standards And Practices In It Operations.
Other Requirements
1. Itil Foundation Certification Is Optional But Valuable.
2. Relevant Certifications In Servicenow Or Automation Tools Are Recommended
Information at a Glance
Why 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. Some benefits may be available in some countries but not in all.
Copyright 2025 HCL Technologies Limited
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Skills Required