SeniorAdministrator - Incident Management, ServiceNow

Senior Administrator - Incident Management

The Global Incident Management (GIM) function ensures a timely and effective response to major incidents, aiming to restore normal service operations as quickly as possible. The team is responsible for overseeing the Major Incident Management process, ensuring compliance with established processes/procedures, operating a "follow the sun" service model across three regions to provide 24/7 and 365-days support. The US Regional Lead is an integral part of the Global Incident Management Function within Operations Management, Technology, Data, & Innovation (TDI).

The US Incident manager role is the point of escalation, overseeing, coordinating and resolution of Information Technology (IT) Major Incidents during the US time zone, ensuring operational stability and minimizing service disruption. As the US Incident Manager, you will participate in the weekend management on call escalation Rota and form an integral part of the management team.

What You'll Do:

• Monitor and ensure effective management and regular, accurate senior communication of major incidents whilst ensuring incidents are managed in accordance with procedures and controls
• Acting as the central point of senior escalation for the region
• Manage, lead, and develop the regional team ensuring effective service delivery, managing performance and development objectives effectively
• Collaborating with key senior stakeholders and Global teams to ensure adherence with Incident Management processes/controls and governance frameworks
• Driving strategic change in addition to implementing service improvements and embedding a positive organizational culture for the regional team

How You'll Lead:

• Act as the senior escalation point for Major Incidents during the US time-zone
• Team management – Ability to lead and develop a regional team comprising of onsite and remote resources, Stakeholder Collaboration – Developing and managing stakeholder relationships
• Strategic Change – Drive and act as an ambassador of strategic change and continual service improvement, Coaching and mentoring team members

Skill Requirement:

• Advanced experience in managing a Major Incident team and in-depth knowledge of ITIL processes, including Incident, Problem, Change, and Knowledge Management
• Excellent stakeholder engagement and experience in leading cross-functional teams in a critical function and managing diverse global stakeholders with a proficiency in communicating with senior leadership and technical teams
• An ability to rapidly assess situations and co-ordinate incident resolution during high impacting incident events, adopting calm, controlled, and rational, especially in high demanding situations
• Excellent communication skills and ability to articulate technical information into simplified language, demonstrating strong analysis and problem-solving skills, along with excellent written and verbal communication at all levels
• Strong strategic thinking capable of aligning practices with global objectives to drive continuous service improvement

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 2026 totaled $14.8 billion.

A candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program;

401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.